About Standard Chartered

We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit. It’s about showing how you embody our valued behaviours – do the right thing, better together and never settle – as well as our brand promise, Here for good.

We’re committed to promoting equality in the workplace and creating an inclusive and flexible culture – one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.

The Role Responsibilities

Scope of the Role:

角色範圍：

The primary purpose of this position is to support the handling of customer contacts through receiving inbound calls or making outbound calls, including responsibility to:

此職位之主要目的為透過撥出電話和處理客戶之致電與客戶保持聯系, 責任包括：

• Handle account-related enquiries and requests for existing customers

處理現有客戶之相關戶口查詢和要求

• Take referrals from new and existing customers

向新和舊客推荐公司產品

• Promote bank’s products and services

推廣公司產品和服務

• Process applications / enrolments

處理申請 / 登記

• Handle customer complaints

處理客戶投訴

• Answer marketing program related enquiry from potentials customer

向客戶解答推廣活動之疑難

• Provide mentoring support for new comers

為新同事提供輔助，傳授知識。

Key Responsibilities/Challenges:

主要職責:

Business and Service Delivery

• To ensure professional, efficient and quality service to customers
• 確保提供專業, 有效率和有素質的服務予客戶
• To meet business objective, services standard & customer retention targets
• 達到商業要求, 良好服務水平和保留客戶之目的
• To execute / handle Customer instructions and requests
• 執行 / 處理客戶指示或要求
• Application, enrolment
• 申請, 登記
• Fulfillment services
• 履行服務
• Fee and finance charge waivers
• 豁免收費及行政收費
• Account maintenance
• 戶口保存
• Material requests
• 資料要求
• Program benefit redemption requests
• 活動優惠 / 換領要求
• To ensure efficient problem and complaint resolution
• 確保有效地解決客戶的疑問和投訴
• To cross-sell additional bank’s products and services
• 交叉銷售銀行其它產品和服務
• To capture customer feedback for future improvement
• 為將來改善服務，收取客戶意見
• To capture the nature and result of customer contacts
• 紀錄客戶致電原因及處理安排
• To perform attrition gating.
• 保留客戶, 減低流失
• To meet productivity standard.
• 達致效率標準
• To acquire product knowledge and service skill through staff briefing and coaching from supervisor
• 從上司的訓練和員工簡報中, 吸取產品知識和服務技巧
• To acquire multi-skill for supporting multi-product targets
• 吸取多方面技能/知識以達致支援多項產品/服務之目標
• Using the “Need Base Conversation” to discover customer’s hidden needs
• 应用“Need Base Conversation”技巧以发掘客户的潜在需求
• To comply with Group Code of Conduct
• 遵守集團行为守则
• To comply with the control requirements in the laid down procedures or Manual relevant to your job responsibilities in the Contact Centre.
• 遵守與你在呼叫中心工作職責的相關程序及控制的要求。
• 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.
• 遵守所有適用的反洗黑錢程序, 尤其是向反洗黑錢專責職員和直屬上司報告任何可疑活動。
• To comply with all relevant policies and procedures covering regulatory, local and group requirements.
• 遵守所有相關的政策和程序, 包括所有監管規條, 本地及集團的要求。

Our Ideal Candidate

• College graduate or above
• 中學或以上
• Having 1-2 year’s customer service or sales working experience preferable, potential fresh graduate with major in Finance/Management/English or other related are welcome as well
• 具1-2年客戶服務或推銷工作經驗優先, 歡迎主修金融/管理/英文或其它相關課程之應屆大學畢業生
• Excellent in Cantonese speaking without any accent
• 流利廣東話而且不帶鄉音
• Good command of both oral & written English, those who passed CET-4 or CET-6 are preferable
• 良好讀寫英語能力, CET-4 或 CET-6合格優先
• Proficiency in computer usage
• 熟悉電腦
• Strong interpersonal and communication skills
• 善於處理人際關係及良好溝通技巧
• Able to work under pressure & willing to take challenges
• 能承受工作壓力 & 勇於接受挑戰
• Sound working attitude with strong drive
• 主動並具良好工作態度

Apply now to join the Bank for those with big career ambitions.

To view information on our benefits including our flexible working please visit our . We welcome conversations on flexible working.

Standard Chartered