渣打银行招聘 Call Center人才信息
发布时间：2010-05-03 19:06
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本次招聘职位Teleservices Representative及Telesales Representative隶属渣打银行香港区电话客户服务中心，服务对象是香港客户，因此纯正无口音的广东话是首要条件（不懂或粤语带口音者勿投简历）。工作地点位于福田安联大厦或罗湖地王
以下是职位的详细介绍，符合条件并有兴趣者请将简历发送到下面邮箱，我将把合适者递交到公司HR部门
bing.quan-zheng@sc.com
Job Title : Teleservices Representative
Job Grade : C1 - C3
Department : RCC－HK Teleservices
Reports to : Unit Manager / Officer
Location : Shenzhen
Terms : Local
Scope Of Role:
工作范围：
The primary purpose of this position is to support the handling of Customer contacts received through inbound telephone calls.
此职位主要目的是透过客户来电，支援及处理客户的查询。
Key Responsibilities/Challenges:
主要职责：
Sales and Service Delivery
传递销售与服务
1. To ensure professional, efficient and quality service to Customers.
确保提供专业，有效率及高质素的服务给客户。
2. To accept and execute Customer instructions.
接受和执行客户指示。
3. To ensure efficient problem and complaint resolution.
确保有效地解决客户的疑问和投诉。
4. To cross-sell additional Bank products and services.
交互销售银行的附加产品和服务。
5. To capture Customer feedback for future improvement.
为改善日后服务，收取客户意见。
6. To capture the nature of Customer contacts.
记录客户致电原因及处理安排。
7. To perform attrition gating.
保留客户，减少流失。
8. To meet productivity standard.
达到效率标准。
9. To acquire product knowledge and service skill through staff briefing and coaching from Team Leader.
从上司的训练和员工简报中，吸取产品知识和服务技巧。
Nature of Transactions
交易处理种类
1. To answer Customer enquiries
解答客户查询
2. To execute Customer instructions and requests
执行/处理客户指示或要求
3. To handle customer complaint
处理客户投诉
Selection Criteria:
甄选标准：
1. College graduate or above
大专学历或以上
2. Customer service or sales working experience preferable, potential fresh graduate with major in Finance/Management/English or other related are welcome as well
客户服务或销售工作经验优先考虑，亦欢迎金融类/管理类/英语或其他相关课程之应届大学生。
3. Excellent in Cantonese speaking without any accent
纯正流利的广东话
4. Good command of both oral & written English, those who passed CET-4 or CET-6 are preferable
良好英语读写能力，CET-4 或 CET-6合格优先
5. Proficiency in computer usage
熟悉电脑操作
6. Strong interpersonal and communication skills
善于处理人际关系及良好沟通技巧
7. Able to work under pressure & willing to take challenges
能承受工作压力和勇于接受挑战
8. Sound working attitude with strong drive
主动并具良好工作态度
Job Title : Telesales Representative
Job Grade : C1 - C3
Department : RCC－HK Telesales
Reports to : Unit Officer/Manager
Location : Shenzhen
Terms : Local
Scope Of Role:
工作范围：
The primary purpose of this position is to support the handling of customer contacts through receiving inbound calls or making outbound calls.
此职位的主要目的为透过拨出电话和处理客户之致电与客户保持联系。
Key Responsibilities/Challenges:
主要职责：
Business and Service Delivery
1. To ensure professional, efficient and quality service to customers
确保提供专业，有效率和有质素的服务给客户
2. To meet business objective, services standard & customer retention targets
达到业务要求，良好服务水平和保留客户之目的
3. To accept and execute customer instructions.
接受和执行客户指示
4. To ensure efficient problem and complaint resolution.
确保有效地解决客户的疑问和投诉
5. To cross-sell additional bank's products and services.
交叉销售银行其他产品和服务
6. To capture customer feedback for future improvement
为将来改善服务，收取客户意见
7. To capture the nature and result of customer contacts.
记录客户致电原因及处理安排
8. To perform attrition gating.
保留客户，减少流失
9. To meet productivity standard.
达到效率标准
10.To acquire product knowledge and service skill through staff briefing and coaching from supervisor
从上司的训练和员工简报中，吸取产品知识和服务技巧
Nature of Transactions
主要交易种类
1. To answer customer enquiries
解答客户查询
2. To execute / handle Customer instructions and requests
执行/处理客户指示或要求
3. To handle customer complaint
处理客户投诉
Selection Criteria:
甄选标准：
1. College graduate or above
大专学历或以上
2. Customer service or sales working experience preferable, potential fresh graduate with major in Finance/Management/English or other related are welcome as well
客户服务或销售工作经验优先考虑，亦欢迎金融类/管理类/英语或其他相关课程之应届大学生
3. Excellent in Cantonese speaking without any accent
纯正流利的广东话
4. Good command of both oral & written English, those who passed CET-4 or CET-6 are preferable
良好英语读写能力，CET-4 或 CET-6合格优先
5. Proficiency in computer usage
熟悉电脑操作
6. Strong interpersonal and communication skills
善于处理人际关系及良好沟通技巧
7. Able to work under pressure & willing to take challenges
能承受工作压力和勇于接受挑战
8. Sound working attitude with strong drive
主动并具良好工作态度
