岗位职责:
61 处理信用卡问题上收到升级的投诉 To handle escalated complaints received on credit card issues
61 通过及时有效地提供适当的折中方案/解决方案来改善客户的服务体验 To recover customers’ service experience by providing appropriate alternatives/solutions in a timely & effective manner
61 通过对所处理问题进行根源分析，并向流程负责人推荐流程改进，从而消除反复出现的服务问题 Eliminate recurring service issues by doing root cause analysis on problems handled and to recommend process improvements to the process owners
岗位要求:
61 对银行卡产品和流程有深入的了解 Excellent knowledge on credit cards products and processes
61 具备良好的分析能力，能够深入了解问题 Possess good analytical skills and able to see through a problem
61 坚持追求卓越的客户服务，并具有较高的客户服务标准 Strong advocate in customer service excellence and has high personal standards of customer service
61 独立而成熟，能够在紧急情况下优先考虑需求 Independent and mature character who is proficient in prioritizing needs based on urgency
61 耐受压力 Resistant to stress
61 积极的态度并能创新解决问题 Positive attitude and creative in problem solving
61 自我激励，诚实正直，有积极性和热情 Self-motivated with high degree of integrity, drive and enthusiasm
61 良好的人际关系能力，能够与各级人员沟通 Strong interpersonal skills and able to deal with people at all levels
61 流利的粤语和英语 Fluency in Cantonese and English