Company: Telecommunications company that offers a wide range of services, including local and international calls, mobile services, broadband internet, and pay-TV.
Location: Wan Chai
Nature: Renewable Contract (12 months)
Others
• Candidates without general banking customer service experience are not preferred.
• Candidates with hands-on credit card experience are highly preferred.
• Ticket Nature: Credit, Personal Loan.
• Monday–Sunday shift (five working days a week, including public holidays).
• Shift schedule: 9:00 AM to 6:00 PM or 2:30 PM to 11:30 PM.
• Assist management in leading the team to handle customer calls for credit cards and live chats for credit cards and personal loans through coordination with other teams.
• Supervise the team and organize daily operations to cope with business directives.
• Establish practical operating procedures to comply with the department's/company's policies and guidelines as well as the rules and regulations of regulatory bodies.
• Provide coaching and training to teammates to enhance their skills and job knowledge.
• Monitor team performance on inbound/outbound calls and live chats with cardholders, branches, other departments/teams, etc.
• Prepare performance reports/KPI measurements.
• Prepare and review the duty roster of the team.
• Review and handle customer inquiries, requests, and complaints via phone/live chat.
• Maintain a good customer service level and achieve predefined performance indicators.
• Perform regular reviews of routine procedures for improvement/streamlining opportunities and recommend enhancements relating to systems/workflows.
• Prepare user requirements and conduct user acceptance tests related to credit card systems, CIC systems, IVRS, and live chat systems.
• University degree holder in Business Administration or related disciplines.
• Minimum of six years of relevant experience in the credit card/banking industry, two years of which should be at a supervisory level.
• Proficient in MS Office applications, including Word and Excel.
• Proficient in Chinese typing (thirty words per minute).
• Able to support chat inquiries in both Chinese and English.
• Proficient in both spoken and written English and Chinese.
• Good interpersonal and communication skills.
• Dynamic and strong analytical skills.
• Experience in preparing system user requirements.
