职位描述：
Scope of Role:
角色范围:
The primary purpose of this position is to support the handling of Customer contacts received through inbound telephone calls.
透过客户来电, 支持及处理客户的查询为此职位之主要目的。
Service Delivery
传递服务
1. To handle customer enquiries / negative feedback / complaints on all general Coumer Banking related products and services on the phone via the dedicated feedback/complaint hotline
透过电话, 处理客户在银行产品及服务上所提出之负面意见或投诉
2. To eure efficient problem and complaint resolution.
确保以有效处理方法, 解决客户问题及投诉
3. To capture Customer feedback for future improvement.
为改善日后服务，收取客户意见
4. To meet productivity standard.
达致效率标准
5. To acquire product knowledge and service skill through staff briefing and coaching from Team Leader.
从上司的训练和员工简报中, 吸取产品知识和服务技巧。
Key Respoibilities/Challenges:
1. To handle customer complaints and feedbacks
处理客户投诉及意见
2. To co-ordinate customer itructio and requests with related departments
联系有关部门, 处理客户指示或要求
3. To comply with the control requirements in the laid down procedures or Manual relevant to your job respoibilities in the Contact Centre. (for all levels of staff)
遵守与你在呼叫中心工作职责的相关程序及控制的要求。 (适用于所有级别职员)
4. To comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager. (for all levels of staff)
遵守所有适用的反洗黑钱程序, 尤其是向反洗黑钱专责职员和直属上司报告任何可疑活动。
(适用于所有级别职员)
5. To comply with all relevant policies and procedures covering regulatory, local and group requirements. (for all levels of staff)
遵守所有相关的政策和程序, 包括所有监管规条, 本地及集团的要求。(适用于所有级别职员)
Selection Criteria:
挑选准则：
1. Bachelar graduate or above
本科或以上
2. Excellent command of both Cantonese & English Speaking
能说流利广东话及英语
3. CET 6 Passed with passing marks > 630
CET-6 英语考核成绩630分或以上
4. General Knowledge on banking related products and services
具有一般银行产品服务知识
5. At least 1 yr of working experience preferably worked at complaint / feedback section / within financial industry
一年工作经验或以上, 或曾在金融业之客户投诉部门工作优先考虑
6. Good Telephone communication skill
良好沟通技巧