Job Summary:

As a Customer Service Agent, you will be the first point of contact for our customers, providing exceptional support through multiple communication channels, including phone, email, chat and social media. This role involves handling customer inquiries, resolving issues, providing information about the various products and services on offer, and ensuring a positive customer experience. The ideal candidate will have strong communication skills, a customer-focused attitude, and the ability to work efficiently in a fast-paced environment.

Key Responsibilities:
• Answering incoming calls, responding to live chat inquiries, and emails from customers related to digital banking products and services
• Assist customers with account-related issues, including account openings, closings, and maintenance.
• Achieve performance targets and KPIs related to call resolution times, customer satisfaction ratings and response times
• Identify and resolve customer complaints and issues, escalating as necessary to ensure resolution.
• Keep detailed records of customer interactions, transactions, comments, and complaints in the CRM System
• Collaborate with other bank stakeholders to resolve complex customer issues.
• Stay informed about bank policies, procedures, and regulatory requirements to ensure compliance.

Qualifications:
• Possess a Diploma or Bachelor’s degree in any discipline
• Minimum 1 year experience in customer service in a contact center environment in a banking or financial services industry.
• Excellent verbal and written proficiency in Native Mandarin, English is a plus
• Strong communication and interpersonal skills.
• Ability to handle difficult situations with patience and professionalism.
• Knowledge of bank products, services, and regulations is required
• Open to shift hours and weekends