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    Senior Associate - London, United Kingdom - Bank of China

    Bank of China
    Bank of China London, United Kingdom

    3 weeks ago

    Default job background
    Description

    Personal Banking department oversees debit and credit card operations, and provides back office support to the Bank's branches. As a Senior Associate - Mandarin Speaking, you will be responsible for assisting with the running of the Call Centre to meet customer services targets. You will be responsible to ensure that calls are answered and queries are dealt with within the agreed timescales and in a professional manner. This is a full time permanent position.

    Key responsibilities

    • Perform ongoing review of the customers' queries to ensure all requirements have been met
    • Deliver excellent customer service over the telephone and via email on various banking products, accounts and services enquiries in an effective and efficient manner
    • Ensure customers' needs are understood and appropriate solutions are provided
    • Escalate enquiries and issues when required
    • Complete call logs and reports
    • Consistently deliver quality service to customers to ensure customer satisfaction
    • Collect customers' feedback and make recommendations for improvements
    • Documenting trends in customer calls
    • Comply with the Bank's procedures and processes manual at all times
    • Liaise with relevant departments within the Bank

    Requirements

    • Degree educated in Finance, Economics or Accounting
    • Experience within the Financial Services industry and proven track record in similar business stream
    • Relevant professional qualification
    • Good knowledge of Retail Banking procedures
    • Report writing skills
    • Customer service experience
    • Good MS Excel skills
    • Team player
    • Excellent English and Mandarin communication skills
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