Manager/ AVP, Customer Service

Responsibilities

• Handle inbound and outbound calls from Banking and Credit Card customers in shift basis
• Assist Team Managers in leading and monitoring the agents to enhance their capabilities and professionalism; and empowering the agents to optimize the efficiency of their performance
• Handle customer complaints when required
• Identify and drive process improvement area to enhance customer’s experience.
• Perform ad hoc assignment by management

Requirements

• Degree Holder
• Min 5 years of Contact Centre in banking/finance industry
• HKSI Type 1 RA is preferred 
• Proficient in MS Office applications including Chinese word processing.
• Knowledge of Contact Centre Operation, including voice, chat and other non-voice channel.
• Excellent communication and writing skills in English, Cantonese and Putonghua.
• Detailed-minded, attentive, well-planning, negotiation skill, and risk awareness.
• Knowledge of relevant technology, regulations and standards.
• Strong coaching and team management skill