What are the responsibilities and job description for the CUSTOMER SUPPORT CALL CENTER AGENT position at CTBC Bank Corp. (USA)?
POSITION SUMMARY :
Manage customer communications and support and help retain customers as well as maintain the banks positive reputation.
ESSENTIAL FUNCTIONS :
Customer Support (100%)
Customer Support . Answering incoming inquiries from customers via telephone as well as email. Provide resolutions to issues, and provide a modicum amount of technical support when appropriate. Additionally, meeting goals for call volume, average call handling time, and customer satisfaction scores.
Communication. Following communication scripts and using knowledge of the banks products and services to engage and assist with customers.
Record Keeping is required from organizing conversations records and updating customer accounts when applicable. Update CRM.
OTHER RESPONSIBILITIES :
Successfully complete all mandatory training on related Bank and BSA compliance as well as other laws and regulations as assigned in a timely manner.
Perform all assigned duties under Banks compliance programs and related laws & regulations.
Perform other duties as assigned.
Education, Experience and Skills Required :
3 years of experience in a retail customer facing environment.
Strong analytical ability to use logic and reasoning to solve problems.
Excellent customer service and phone etiquette.
Strong written and verbal communication skills.
Willingness to adapt to change and the ability to learn quickly.
Strong technical and organizational skills to support the full suite of products and services.
The ability to manage workflow and complete projects within the allotted timeframes.
Excellent attention to detail and accuracy.
Ability to take ownership of client requests and provide excellent customer service.
Ability to work independently yet closely with other staff.
Working knowledge of Microsoft Office Programs (Word, Excel, PowerPoint, and Outlook).
Mandarin Speaking Required
PHYSICAL DEMANDS :
Minimum mobility to work in an office setting; sit for prolonged period of times; operate office equipment including use of a computer keyboard; and reach with hands and arms. Employees are occasionally required to walk and stand and lift and move records and documents weighing 30 pounds or less.
COMMUNICATION DEMANDS :
Attention to detail, strong organizational, communication, interpersonal, self-motivated, and analytical skills, ability to interact with all levels of management and staff.
WORK ENVIRONMENT :
Standard office environment. Noise level in work environment is usually average. Hear in the normal audio range with or without correction. Specific vision abilities required by this job include close vision and the ability to adjust focus.
Compensation
The base pay range for this position is USD $22 / Hour - USD $25 / Hour plus full benefits. Exact offer will be determined based on job-related knowledge, skills, experience, and location.
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