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- Tasks: Assist in running the Call Centre, answering customer queries and ensuring satisfaction.
- Company: Join a leading bank with a focus on personal banking and customer service.
- Benefits: Full-time permanent position with opportunities for growth and development.
- Why this job: Make a difference by delivering quality service and helping customers with their banking needs.
- Qualifications: Degree educated with customer service experience and strong communication skills.
- Other info: Fluency in Mandarin preferred; dynamic team environment with cross-selling opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Personal Banking department oversees debit and credit card operations, and provides back office support to the Bank's branches. As a Senior Associate – Customer Service, you will be responsible for assisting with the running of the Call Centre. You will ensure that calls are answered and queries are dealt with within the agreed timescales and in a professional and appropriate manner. You will be delivering quality service to customers to ensure customer satisfaction. This is a full time permanent position.
Key responsibilities
- Answer customer queries over the telephone and via email on banking products, accounts and services, ensuring customers’ needs are understood and appropriate solutions are provided
- Escalate and/or re-direct enquiries when appropriate
- Complete call logs and reports
- Assist with Consumer Duty report
- Assist with customer feedback report
- Identify cross-selling opportunities during customer interaction
- Comply with the Bank’s procedures and policies at all times
- Liaise with relevant departments when required
- Cover team members when required
Person specification
- Degree educated
- Experience in customer service
- Basic understanding of Retail Banking products and services
- Data analysis and reporting skills
- Excellent communication skills
- Fluency in Mandarin is preferred
- Team player
- Problem solving skills
- Attention to detail
Senior Associate - Customer Service in London employer: Bank of China
Contact Detail:
Bank of China Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Associate - Customer Service in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the banking sector, especially those who work in customer service. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by practising common customer service scenarios. Think about how you would handle tricky calls or customer complaints. We want you to shine and show off your problem-solving skills!
✨Tip Number 3
Showcase your communication skills! During interviews, be clear and concise when discussing your experience. Remember, as a Senior Associate, you'll need to convey information effectively to customers and team members alike.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our platform.
We think you need these skills to ace Senior Associate - Customer Service in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer service and any relevant banking knowledge. We want to see how your skills match the role, so don’t be shy about showcasing your achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about customer service and how you can contribute to our team. Keep it professional but let your personality come through.
Showcase Your Communication Skills: Since this role involves a lot of interaction with customers, make sure your application reflects your excellent communication skills. Whether it’s through your writing or examples of past experiences, we want to see how you connect with people.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Bank of China
✨Know Your Banking Basics
Make sure you brush up on your knowledge of retail banking products and services. Understanding the ins and outs of debit and credit cards, as well as common customer queries, will help you answer questions confidently and show that you're ready for the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully handled customer queries or resolved issues. Highlight your problem-solving skills and how you ensured customer satisfaction, as this is key for a Senior Associate in Customer Service.
✨Practice Your Communication
Since excellent communication skills are crucial, practice articulating your thoughts clearly and professionally. You might even want to do a mock interview with a friend to get comfortable with answering questions about your experience and approach to customer service.
✨Be Ready to Discuss Data Analysis
Familiarise yourself with basic data analysis and reporting skills. Be prepared to discuss how you would handle call logs and reports, as well as how you can use data to improve customer interactions and identify cross-selling opportunities.
