职责描述： 1.接听客服电话和回复电邮，用专业知识解决客户疑问和满足客户需求； 2.反馈客户沟通情况给相关业务部门，并提出合理化建议； 3.处理客户反馈或投诉，反映超出职责范围内的问题给客服经理或相关部门以解决客户面临的问题； 4.做基础的客户维护，通过对外电话和电邮的方式跟既有客户取得联系，了解客户当下的需求根据时机协助前端销售拓展新业务； 5.定期通过电邮或电话的形式进行客户回访，听取并反馈客户提出的问题或建议以提升公司总体服务质量； 6.通过专业服务确保客户保留率； 7.协助运营部门定期总结客服工作制作相应报告， 提升综合客服品质； 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. 任职要求： 1.擅长与人沟通， 临场应变能力强； 2.英语六级以上，口语流利者优先； 3.有先前客服类工作经验者优先； 4.掌握适当的销售技巧； 5.有主动服务意识和良好的团队协作精神； 6.为人踏实肯干，追求长期稳定发展的优先考虑。 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. 职业亮点： 1.全方位的专业知识培训； 2.跨国、跨行业的工作机会，公司平台大，调岗机会多； 3.轻松活泼的工作氛围； 4.中英双语的语言环境。