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10-Jun-2022

Greeter (40000256)

Category:  Retail Banking Group
Job Type: 
Facility:  Customer Services

Job Purpose

The job holder is responsible for supporting Customer Service and Sales Department in contacting customers to exploit the needs of customers to trade

Key Accountabilities

- Strictly complying with the Bank's Labor Regulations.
- Perform work in accordance with policies, regulations, procedures, internal guidelines... and commitment to service quality (SLAs).
- Actively approach and greet customers as soon as they enter the door.

Survey customer needs before transaction to guide customers to the right place to be served in the counter, including:
- Instructing customers to use ATM services or online transactions
- Guide customers to the business reception counter when customers need to transact with Officer, Retail Banking, Officer, Business Banking or Customer Service Oficer
- Direct customers to service and transaction modules when customers have a request for troubleshooting or need to transact at the counter
- Guide customers to get waiting tickets from electronic machines (if any)
- Directing customers to complain to competent authorities for handling
- Handle customer inquiries and other needs within authority
Manage customer flow and queues
- Ensure customers go to the right area within the Transaction Counter to meet the needs of the Customer
- Actively provide product flyers or communicate with customers in the waiting area to increase cross-selling of products.
- Guide/Consult customers to fill out the required forms.

- Take the customer to the door when the customer finishes the transaction
- Collecting customer's evaluation information about service quality after transaction at the unit's counter.
- Communicate feedback from customers to Manager, Customer Services or Branch Manager
- And perform other related tasks as required by the Manager, Customer Services or Branch Manager

Key Relationships - Direct Manager

Manager, Customer Services/ Team leader, Customer Services

Success Profile - Qualification and Experiences

Qualifications
- College degree or higher with majors in training: economics, finance, banking, foreign trade..
Domain Expertise
- Minimum 2 years of banking/customer service experience

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