Officer - Call Center, Head Office

– Work on duty shifts (08 hours/shift/day), including holidays and holidays, ensuring 24/7 operation. Chinese fluency is preferable.– Receive customer questions, consult and provide guidance on appropriate banking products and services.– Receive customers’ requests/claims when customers encounter error during their usage of IVB’s products and services. Checking and solve the requests/claims within the prescribed scope of authority or forward to the relevant operational departments, monitor the processing results of the operational department and promptly respond to customers.– Coordinate with relevant Departments/Branch/Transaction Offices to find out appropriate solutions and comply with regulations until customers are satisfied to minimize negative impacts on the bank's image.– Detect typical problems during the call reception process and make recommendations within the scope of responsibility to provide timely remedial measures and limit risks for the bank.– Regularly update regulations on banking products and services promptly to ensure the most accurate information about products and services is provided to customers.– Implement marketing and customer care programs; Introduce banking products and services; Promote the reputation and image of the Bank during communication with customers.– Perform other tasks as requested by the Section Head or Department Head.