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Assistant Manager, Customer Services (Contact Centre - SME)

Assistant Manager, Customer Services (Contact Centre - SME)

Dah Sing Financial GroupHong Kong
11 days ago
Job description

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 :

  • University degree with minimum 3 years' customer service experience in SME / retail banking / consumer products, or lower academic qualifications with substantial years of relevant experience.
  • Experience in SME Customer Service and / or corporate client service is preferred.
  • Insurance and / or investment license preferred; and possession of related regulatory qualifications andpetencies are required.
  • Good leadership and people management skills.
  • Good sales & service management skills.
  • Goodmunication and interpersonal skills.
  • Goodmand of written and spoken English, Cantonese & Mandarin.

    • Please note that only shortlisted candidates will be notified.

    Job ID 3579

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    Assistant Manager • Hong Kong