Strategy
Awareness and understanding of the Group’s business strategy and model appropriate to the role.
Business
Awareness and understanding of the wider business, economic and market environment in which the Group operates.
充分了解和认知集团业务经营范围所处的商业、经济和市场环境。
Processes
- Offer full channel and full skill customer service applicable in Client Care Center for Retail Banking customers (Including Credit Card customers)
为个人客户(含信用卡客户)、中小企业客户提供客服中心适用的全渠道，全技能的客户服务
- Answer WM products post-sale inquiries, including inquiries transferred from colleagues with no WM license
解答理财产品售后咨询，接听来自无理财产品权限同事转接的客户咨询
- Serve clients’ inquiry with fluent English, maintain client relationship and deliver extraordinary service to ensure clients’ needs are fulfilled.
流利的用英文回答客户咨询,维护与客户的关系并提供卓越的客户服务以确保满足客户需求
- Answer customer inquiries, maintain relationships with customers and provide excellent customer service to ensure customer needs are met
回答客户咨询,维护与客户的关系并提供卓越的客户服务以确保满足客户需求
- Follow the bank's management manual, operation manual and established policy of related products, accept and operate the instructions from customers
遵循银行的管理手册，操作手册和相关产品的既定政策,接受并操作客户下达的指示
- Understand the financial needs of customers, and provide appropriate products according to customer needs
了解客户的金融需求，并根据客户需求提供合适的产品
- Seize cross selling and referral opportunities to introduce products and services to existing and potential customers
抓住交叉销售和转介业务的机会，向现有和潜在客户介绍产品和服务
- Actively cooperate and support marketing activities to achieve sales performance targets
积极配合和支持市场推广活动,完成销售业绩指标
- Solve customer complaints or dissatisfaction, understand customer feedback to continuously improve service quality
解决客户的投诉或不满，了解客户反馈以持续改善服务质量
- Meet the customer service center service standards and offline rate requirements
达到客户服务中心的服务标准和掉线率要求
- Actively listen to and participate in regular meetings and training to acquire product knowledge and service skills
积极聆听和参与定期的会议和培训,获得有关产品的知识和服务的技巧
- Help colleagues solve more complex and difficult cases
帮助同事解决较为复杂和疑难的案件
- Give practical guidance to new colleagues and coach them for good work
给于新同事实操指导并辅导同事上线
- Summarize business points according to business changes and share with colleagues
根据业务变化总结业务要点并分享给同事
People & Talent
Risk Management
- 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）
- 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）
- 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。
（适用于经理或高级职员）
- 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）
