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Our client is one of the largest commercial banks in Hong Kong providing a wide range of banking services to a diverse customer base. They are looking for an experienced Manager to lead their call centre team to handle both retail and SME clients.
Job duties
- Manage a team of call centre representatives to handle customer enquiries through calls and online chat
- Monitor the team's performance metrics to ensure alignment with KPIs
- Provide coaching and training to enhance team performance
- Handle escalated customer issues to provide excellent services to ensure service standards are met
- Collaborate with internal teams to streamline processes and improve customer service standards
- Maintain accurate documentation of customer interactions and resolutions to ensure a high level of service consistency
Job requirements
- University degree in Economics, Finance, Accounting or related fields
- 5-10 years of experience in customer service, call centre or teleservices in the banking industry with previous managerial/supervisory experience
- Strong experience in handling retail or SME clients
- Customer-centric mindset with exceptional communication and interpersonal skills
- Proficient in using Microsoft Office and strong Chinese typing speed
- Fluent in spoken and written English, Cantonese and Mandarin is a must
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