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