Customer Success Specialist - Banking - Mandarin
The applicant is expected to behave as an extension of the brand and take care of our customers to the fullest of their capabilities. If needed, seek help to ensure that we embody the best professional service we can offer our customers.You are expected to be a team player, capable of representing information on behalf of our clients and Teleperformance as one company.This includes and is not limited to understanding and behaving in accordance with:The Company values;Products and Services;Operating Policies and Procedures;Attainment of goals and KPIs.CSS's General Role:CSS represents the brand, the culture, and values of our clients.How you convey will be how our client is perceived by the customers.Maintaining a positive, empathetic, and professional attitude toward customers at all times.Handle customer's concerns positively and professionally.Interact, support, receive feedback/issue report with or for customers.CSS's Specific Responsibilities and Accountabilities:Provide timely support to customers through available communication channels (inbound, outbound calls, email and live chat).Ensure professional, efficient, and quality service to Clients.Accept and execute client instructions.Ensure efficient problem and complaint resolution.Cross-sell additional Bank products and services.Capture client feedback for future improvement.Capture the nature of Client contacts.Meet productivity standards.Acquire product knowledge and service skill through staff briefing and coaching from Team Manager.Probe & identify financial needs on service calls and pitch relevant solutions in line with client charter.Process payment and client information precisely while safeguarding the customer's personal and payment information.Proactively support customers to prevent damage to brand loyalty.Identify and escalate priority issues through proper channels when necessary.Work with other team members in identifying better ways to provide customer support.Maintain and improve quality of service by giving recommendations.Keep job knowledge up to date by attending upskill training to improve skills.Meet all key performance indicators set by the company and client.Adhere to the policies set by the company.Education Background:Bachelor's Degree or at least Diploma or equivalent in any discipline.Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension).Minimum Skills Required:6 months to 1 year of minimum experience in Customer Service in the Banking Industry.Decision-making skills and analytical skills are highly needed competencies due to the nature of the program.Flexible to changes and has a sense of urgency, including willingness to be upskilled to other functions.Good time management skills.Can work under pressure and deliver set goals.Confident in handling complex situations.Conversant and able to convey messages.Ability to effectively respond to customer needs.Interpersonal skills required to work well with others and the ability to follow directions.Ability to use the desktop computer system.Ability to navigate within web-based applications.Ability to multitask.Ability to learn at a fast pace.Good comprehension and listening skills.Work Experience:Minimum of 6 months work experience in customer support in any industry.Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field.Call centre experience is not a 'must' but would be a distinct advantage.Core Competencies & Proficiencies Levels:Possess strong communication skills, including the ability to converse, read and write (type) effectively in the English and native language.Ability to multitask, detail-oriented and possess good problem-solving skills.Customer-oriented with strong interpersonal skills and the ability to communicate effectively with customers.Passionate in helping to resolve customer issues / queries and complaint handling.A team player who thrives in a fast-paced, dynamic environment.A self-starter who is able to work independently and under minimal supervision.Able to determine the problem/sentiment of each interaction and respond professionally.Communicating with customers through all channels (phone, social media, digital, chat, etc.).Technical Skills:Minimum typing speed of 40wpm with a 90% accuracy score.Computer literate and fully conversant in Microsoft Windows and Microsoft Office.Who is Teleperformance:Teleperformance is a global digital business services company.With more than 410,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.We deliver the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.170 countries served. 99 % of our employees continue to work in a Great Place to Work. 410 K+ employees worldwide. 50 % of our workforce works remotely. 300 + languages and dialects. 63 % of all non-agent roles are filled through internal promotions.What do we do?We provide a comprehensive, AI-powered service portfolio from front-office customer care to back-office functions, including Trust and Safety Services that help defend both online users and brand reputation. We also offer a range of specialized services such as Collections, Translation and Localization, Visa and Consular Services, and Recruitment Services.#J-18808-Ljbffr