Assistant Manager, Customer Services (Contact Centre - SME)

Responsibilities

• Manage the team to provide all-round quality service for SME customer through all channels, including but not limited to phone banking, email or other kind of social media.
• Manage the team to provide support to acquire SME customer, perform transactions, eBanking / Mobile Banking ID maintenances, insurance or investment transactions for SME customer.
• Support Customer Services Manager to supervise the team to ensure high quality services are delivered andplaints are solved skillfully and effectively.
• Assist Customer Services Manager to monitor the job efficiency, objective achievement and manpower planning.
• Regular review & optimize working procedures to ensure high level of achievement and output are maintained.
• Train and motivate staff to maximize productivity, achieve KPI and handle job independently and effectively.
• Give guidance to CSR / CSO on dealing with non-routine customer requests.
• Review staff performance regularly and conduct coaching or counseling whenever required.
• Provide support to marketing programs, review andment on all customermunication materials; reflect customers' needs and suggestions for service enhancement.
• Reflect customers'ments and suggestions for service enhancement.
• Ensure staffplies to internal guidelines, legal and regulatory requirement when delivering job duties.
• Participate and contribute to various projects for on-going operations and system enhancements.

Incumbent Requirements :

Please note that only shortlisted candidates will be notified.

Job ID 3579