厦门招聘

Scope of Role:

角色范围:

The primary purpose of this position is to provide One-Stop-Shop service with accurate and timely information on products and services to all Clients connecting Standard Chartered Bank (Hong Kong) Limited through Click-to-Chat:

向透过渣打银行（香港）有限公司在线对话渠道查询银行产品及服务之客户提供一站式服务及准确及时的回复为此职位之主要目的。

1) Assist Clients in the fulfillment of their transaction or servicing request in a multi-channels: click-to-chat, audio-chat and video-chat

透过多样渠道（包括在线对话、语音对话及视像对话）支持及处理客户有关交易查询及服务指示

2) Achieve First Call Resolution in all Clients’ interactions, wherever possible

在任何可能的情况下，于首次通话中向客户提供解决方案

3) Promote the use of automated channels and their benefits to Clients

向客户推广自助服务的使用方法及好处

4) Acquire new business by proactive offer and generate new sales opportunities

主动提供服务及介绍推广优惠，以创造销售机会

5) Leverage continuous improvement journey by proposing and giving suggestions / recommendations on workflow implementation and productivity improvements

提出关于改善工作流程及提高工作效率的意见及建议，以不断提升服务质素

Key Responsibilities:

主要责任:

Sales and Service Delivery

传递销售与服务

Client Experience

客户体验

1. To apply the proper audio-chat, click-to-chat or video-chat etiquette to satisfy various client situations.

应不同客户的情况选择合适的语音对话、在线对话或视像对话礼仪。

2. To provide personalised Client servicing of the highest level and to convey right information to the Clients and avoid mis-selling and complaints.

为避免错误销售及投诉，务必向客户提供准确信息及最合适的客户服务。

3. To introduce and educate Clients of the self-service/automated banking channels and help them to use the services extensively.

向客户介绍自助银行服务，并协助客户善用相关服务。

Frontline Experience

职员要求

1. To attend the prescribed training sessions and improve product knowledge and audio-chat, click-to-chat and video-chat skills consistently.

参加规定的培训课程，不断提高产品知识和语音对话 / 在线对话 / 视像对话的服务技巧

2. To educate Client about the product and service offered.

向客户介绍银行产品及服务

3. To be responsible to satisfy Client and maintain good image / reputation for the organization.

满足客户需求、建立良好形象及维护集团良好声誉

Revenue & Productivity

利润及工作效率

1. To achieve the sales, revenue or sales referrals target whenever applicable.

在合适的情况下，完成销售、创造利润或达到销售推荐的目标

2. To ensure continuous improvement in productivity to the standards prescribed from time to time.

确保不断提高工作效率，以达致银行标准

3. To support ongoing initiatives to enhance cross sell opportunities.

为提高交互销售机会，支持现正实行的计划

Nature of Transactions

事务处理种类

1. To answer Client enquiries

解答客户查询

2. To execute Client instructions and requests

执行 / 处理客户指示或要求

3. To handle Client complaint

处理客户投诉

Risk Management

风险管理

1. To ensure that control procedures outlined in the Contact Centre Manual or DOI are fully implemented and ensure staff compliance with the same. (for Managers or Officers)

确保概述于呼叫中心手册或DOI中的控制程序被充份得当地使用和确保员工遵从以上守则。 (适用于经理或高级职员)

2. To comply with the control requirements in the laid down procedures or Manual

relevant to your job responsibilities in the Contact Centre. (for all levels of staff)

遵守与你在呼叫中心工作职责的相关程序及控制的要求。 (适用于所有级别职员)

3. To comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager. (for all levels of staff)

遵守所有适用的反洗黑钱程序，尤其是向反洗黑钱专责职员和直属上司报告任何可疑活动。(适用于所有级别职员)

4. To comply with all relevant policies and procedures covering regulatory, local and

group requirements. (for all levels of staff)

遵守所有相关的政策和程序，包括所有监管规条，本地及集团的要求。(适用于所有级别职员)

Selection Criteria:

挑选准则：

1. Bachelor graduate or above

学士学位或以上

2. Excellent in Cantonese speaking and Chinese writing skills

流利广东话及良好中文写作能力

3. Excellent English writing skills, those who passed CET-6 or TEM-8 are preferable

良好读写英语能力，CET-6 或TEM-8合格者优先

4. Be well versed in Standard Chartered Bank (Hong Kong) Limited product offerings of all products: Credit Cards, Savings Account, Current Account, Time Deposit, Mortgage, Personal Loan

熟悉银行产品：信用卡、储蓄存款户口、支票户口、定期存款、楼宇按揭贷款、私人贷款

5. With client service or sales working experience preferable

具客户服务或推销工作经验者优先

6. Excellent interpersonal and communication ability to deal with people of all levels in complex and challenging situations.

善于处理人际关系及良好沟通技巧

7. Able to work under pressure and willing to take challenges

能承受工作压力及勇于接受挑战

渣打是一家领先的国际银行集团，业务网络遍及全球60个最有活力的市场，为来自145个市场的客户提供服务。渣打网络与“一带一路”沿线市场的重合度超过75%。渣打的使命是利用其独特的多样性促进商业繁荣和增进人类福祉。渣打的文化传承和企业价值都在其品牌承诺 “一心做好，始终如一（Here for good）”中得到充分体现。

渣打集团有限公司在伦敦及香港的交易所上市。

作为扎根中国历史最悠久的国际性银行之一，渣打银行从1858年在上海设立***分行开始，在华业务从未间断。2007年4月，渣打银行（中国）有限公司成为第一批本地法人银行之一。目前，渣打中国的营业网点已覆盖近30个沿海和内陆城市，充分显示了渣打对中国市场的长远承诺。

2019年，渣打银行赢得来自政府、行业机构和媒体颁发的多个奖项和荣誉，包括上海市人民政府上海金融创新奖、上海自贸试验区制度创新十大经典样板企业、《环球金融》***可持续金融银行、《***财经》***绿色金融机构、《21世纪经济报道》卓越金融服务机构、《澎湃》年度外资银行、《经济观察报》卓越外资银行、《财资》***人民币银行和***金融科技合作伙伴奖、《***财经》年度“一带一路”金融服务机构、《环球金融》“一带一路”***外资银行、《财新》***全球离岸人民币债券市场承销商、《贸易金融》***贸易金融外资银行、《亚洲银行家》中国***小微金融产品大奖、《界面》年度消费服务银行和年度财富管理服务奖、《上海证券报》年度财富管理品牌卓越奖、前程无忧人力资源管理杰出奖、中国银行业协会***公益扶贫实践奖等。