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