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職責(zé)描述： 1.接聽客服電話和回復(fù)電郵，用專業(yè)知識解決客戶疑問和滿足客戶需求； 2.反饋客戶溝通情況給相關(guān)業(yè)務(wù)部門，并提出合理化建議； 3.處理客戶反饋或投訴，反映超出職責(zé)范圍內(nèi)的問題給客服經(jīng)理或相關(guān)部門以解決客戶面臨的問題； 4.做基礎(chǔ)的客戶維護(hù)，通過對外電話和電郵的方式跟既有客戶取得聯(lián)系，了解客戶當(dāng)下的需求根據(jù)時機(jī)協(xié)助前端銷售拓展新業(yè)務(wù)； 5.定期通過電郵或電話的形式進(jìn)行客戶回訪，聽取并反饋客戶提出的問題或建議以提升公司總體服務(wù)質(zhì)量； 6.通過專業(yè)服務(wù)確保客戶保留率； 7.協(xié)助運營部門定期總結(jié)客服工作制作相應(yīng)報告， 提升綜合客服品質(zhì)； Managing Awards Mortgage daily customer enquiries, including inbound/outbound calls/ email / Wechat enquires. Capable of answering detailed product and service related enquires, able to actively follow up with lenders for updates. Identifying and fulfilling customer needs with strong customer centric mindset. Handling complaints, providing appropriate solutions and alternatives. Keeping records of customer interactions, processing customer accounts and filing relevant documents as per requirement. Collaborate with Client service colleagues, ensure daily enquires as actioned as per agreed SLA. Supporting line manager on process enhancement activities, building continuous improvement mindset. Compiling reports on overall customer satisfaction survey. 任職要求： 1.擅長與人溝通， 臨場應(yīng)變能力強(qiáng)； 2.英語六級以上，口語流利者優(yōu)先； 3.有先前客服類工作經(jīng)驗者優(yōu)先； 4.掌握適當(dāng)?shù)匿N售技巧； 5.有主動服務(wù)意識和良好的團(tuán)隊協(xié)作精神； 6.為人踏實肯干，追求長期穩(wěn)定發(fā)展的優(yōu)先考慮。 Customer service related experiences will be preferred. CET (College English Test) 6 or above. Strong customer centric mindset. Strong written and verbal communication skills. Ability to multitask, prioritization and demonstrate effectively time management skills. Strong team work and problem-solving skills. Continuous improvement mindset, willing to proactively take challenges and responsibility. Demonstrate professionalism during daily work, following communication guidelines, procedures and policies. 職業(yè)亮點： 1.全方位的專業(yè)知識培訓(xùn)； 2.跨國、跨行業(yè)的工作機(jī)會，公司平臺大，調(diào)崗機(jī)會多； 3.輕松活潑的工作氛圍； 4.中英雙語的語言環(huán)境。