Key Responsibilities
Customer Service & Contact Centre Operations
- Manage customer contact centre operations, handling enquiries from customers, salespersons, dealers, and suppliers related to Finance, Insurance, and Leasing services.
- Deliver timely and high‑quality service to meet customer expectations and continuously improve CSI results.
- Handle customer interactions through multiple channels:
- Phone calls
- Online text platforms (e.g. Line App)
- Email
- Ticketing systems
Operational Support
- Support customer operations including, but not limited to:
- Providing quotations for early contract termination
- Conducting outbound calls for contract maturity and document preparation
- Managing workflows and system‑based operations
- Performing payment verification and checking
Communication & Stakeholder Management
- Communicate customer needs and issues with relevant internal departments
- Collaborate with brand partners and service centres to manage and resolve customer complaints
Contract & Account Handling
- Handle customer enquiries related to:
- Customer and contract information modification
- Overpayment refunds
- Leasing vehicle maintenance and insurance matters
- Provide cross‑functional support to Contract Administration daily operations, including:
- Contract activation
- Contract modification
- Contract termination
Additional Responsibilities
- Perform other ad‑hoc duties as assigned
Requirements
Education
- Bachelor's Degree in Business, Finance, or a related field
Experience
- Minimum 3 years of experience in a customer service centre or operations role within the finance or banking industry
Skills & Competencies
Technical & Language Skills
- Proficient in MS Word and Excel
- Strong command of spoken and written English
- Fluent in Mandarin, Traditional Chinese, and Taiwanese (including local dialects)
- Solid understanding of Finance and Leasing Contract Management ERP systems
- Sound knowledge of hire purchase terms, processes, and related legal documentation
- Basic knowledge of auto finance and leasing operations
Professional Attributes
- Strong communication and interpersonal skills across all stakeholder levels
- Customer‑centric mindset with a focus on service quality and satisfaction
- Proven ability to manage difficult customers and handle complaints professionally
- Excellent problem‑solving and analytical abilities
- Adaptable to new cultures, environments, and cross‑department collaboration
- Strong multitasking and time‑management skills
- Ability to perform under pressure and manage stress effectively
- High attention to detail
- Capable of working independently and as part of a team
- Tactful, professional, and composed in all situations
