Company Description: A leading financial institution in Hong Kong, established in 1949, providing a full range of corporate and personal banking services. It operates as a wholly-owned subsidiary of a major asset management group.
Location: Lai Chi Kok
Nature: Renewable Contract (1 Year)
• Lead and manage a team of service representatives handling customer inquiries through retail tele-services.
• Ensure service standards are clearly defined, implemented, and consistently achieved.
• Handle and resolve escalated customer issues in a timely and professional manner.
• Monitor and analyze service activity data to identify trends and develop improvement initiatives.
• Design and implement training programs to enhance service quality and team performance.
• Coach and mentor team members on best practices for customer engagement.
• Oversee daily operations and ensure smooth workflow within the team.
• Collaborate with senior management to execute assigned projects and initiatives.
• Drive a customer-centric culture to ensure satisfaction and loyalty.
• Bachelor’s degree or above in any discipline.
• Minimum of 2 years of customer service experience in the banking industry, preferably with SME clients.
• Strong communication skills with the ability to express ideas clearly and effectively to both customers and subordinates.
• Proven problem-solving skills with the ability to analyze issues and provide effective solutions.
• Ability to work under pressure and manage stress effectively.
• Customer-focused mindset with a commitment to delivering high-quality service.
• Proficiency in MS Office applications including Word, Excel, and PowerPoint.
• Typing speed of at least 40–50 words per minute in Chinese.
• Fluency in written and spoken English, Chinese, and Putonghua.
• Strong leadership and people management skills.
