Job Description
Job Responsibilities:
Ensures highest standard of service delivery on personalized phone services to our customers
Resolves customer complaints and problems to the satisfaction of the customer
Educates the customer about the Bank's products and services and directs them accordingly toward available resources for self-help
Completes accurately the necessary documentation to manage customer complaints, issues and subsequent solutions
Alerts management of issues that require escalation for complete resolution
Acts on any required customer follow-up in accordance with the Contact Centre guidelines
Enters customer data and other relevant information into the systems as required completely and accurately
Proactive participation in process improvements and initiatives for increased effectiveness
Uses technology and system tools as directed and within established guidelines
Maintains confidentiality of the Bank's customers and data
Ensures knowledge is up-to-date by participating in individual and team trainings and meetings, and accessing the updated documentation in the knowledge management system
Provides constant feedback from customers to support improve the service delivery
Requirements:
Possess good command of written and spoken English and Japanese
Recognized Degree/ Diploma in any discipline
Minimum 2 years experience. Fresh graduates are also encouraged to apply
Experience in Contact Centre, Banking or Customer Service environment will be an advantage
Possess a positive mindset with a CAN-DO attitude and passion to delivery quality service
Possess a pleasant voice, excellent communication skills and work etiquette
Resourceful, proactive, attentive to details and a good team player
Proficient in PC skills including MS Office applications
Ability to work on staggered/rotational shifts including weekends and Public Holidays
