Manager to Senior Manger, Customer Service (Credit Card)

Industrial and Commercial Bank of China (Asia) Limited

JOB SUMMARY

  • lead the team to operate the customer maintenance and profile
  • handle customer inquiries, feedback and complaints
  • provide solution to customer upon request
  • oversee the call centre and provide guidance when problems are found
  • prepare the operating rules and guidelines to call centre staff
  • provide good services in delivering and addressing customer issues
  • Act as the coordinator between outsourcing and department. Draft internal department communications
  • Design and implement digital marketing initiatives to existing customers to maintain customer bas
  • Stimulate card activation with promotion program to existing customers
  • Work closely with various internal parties and external agencies to formulate campaign strategies
  • Ensure processes comply with regulatory requirements and compliance standards
  • Oversee various digital marketing campaigns and channels, including advertising performance tracking conversion and user behavior tracking
  • Carry on ad hoc projects as required

DUTIES & RESPONSIBILITIES

  • Contribute to deliver good services and manage expectation to our customers
  • Lead the team to complete the tasks or operation within the pre-set schedule and timeline
  • Maintain a good customer base and service level to customers
  • Develop, implement and evaluate existing procedure and process to enhance service standard to both internal and external customers
  • Achieve business targets of card royalty and spending, card activation through credit cards related features, value propositions, promotions and projects
  • Develop, implement and evaluate promotion programs, system enhancement and business plans for set goals and business performances
  • Be an active team member, proactively engage internal and external stakeholders to ensure smooth program implementation, as well as to deliver efficient and accurate execution and uplift customer experience
  • Manage team budget planning, payment and reconciliation
  • Monitor program performance, report and evaluate program result
  • Participate in formulation, coordination and implementation of new market strategies and programs to grow the profitability of credit cards Plan to cope with department growth

REQUIREMENTS

  • Bachelor’s degree or above, preferably major in Marketing, Business Admin or relevant disciplines
  • Minimum 8 years working experience gained in relevant experience with customer services and marketing. Preferably with Banking experience is an advantage.
  • Proficiency in spoken and written English and Chinese (Putonghua and Cantonese)
  • Proficient in MS Office
  • Self-motivated with good interpersonal and communication skills 
更多工作資料
薪酬 薪金面議
工種
  • 銀行 ‧ 金融服務 - 顧客服務 · 關係管理
  • 銀行 ‧ 金融服務 - 零售銀行服務
  • 銀行 ‧ 金融服務 - 一般 · 其他
僱用形式
  • 全職
教育程度
  • 學士

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