Senior Executive, Customer Service (Inbound)

Job Descriptions

• Attend to and resolve inquiries from customers (internal & external) and intermediaries via Customer Service Hotline.
• Deliver efficient and professional service, adhering to the department's high service standards.
• Provide first-contact resolution to customer complaints and escalations in a timely manner.
• Ensure customer satisfaction by utilizing soft skills in call handling and providing accurate information or solutions.
• Demonstrate a strong commitment to teamwork and customer service.
• Follow through on all open cases, ensuring timely resolution and regular updates to customers on progress.
• Track and report call performance data for management analysis.

Job Requirements

• Diploma or equivalent qualification.
• Strong communication and interpersonal skills, with the ability to listen and respond effectively to customer needs.
• Preferably candidate with 2 years of contact center or customer service experience, preferably in Financial Institution.
• Fluent in both English and Mandarin is required to effectively communicate with our customers.
• Customer-centric mindset and a passion for delivering exceptional service.
• Relevant experience in customer service, especially in handling difficult or escalated situations.
• Engaging personality with a proactive, excellent stress management skills, and the ability to multitask effectively.