Assistant Manager, Customer Services (Contact Centre - SME)

Assists SME Customer Services Manager to supervise SME Customer Service Team that provide all-round services & support to Dah Sing Bank SME customer, including business acquisition, after-sales enquiry, account enquiry, campaign enquiry, performing transactions & digital channels support, for local and cross-border SME Customer. Supervises and evaluates activities to support generate revenue, maximize productivity, optimize operation and achieve bank’s objectives.

Main Responsibilities:

• Manage the team to provide all-round quality service for SME customer through all channels, including but not limited to phone banking, email or other kind of social media.
• Manage the team to provide support to acquire SME customer, perform transactions, eBanking/ Mobile Banking ID maintenances, insurance or investment transactions for SME customer.
• Support Customer Services Manager to supervise the team to ensure high quality services are delivered and complaints are solved skillfully and effectively.
• Assist Customer Services Manager to monitor the job efficiency, objective achievement and manpower planning.
• Regular review & optimize working procedures to ensure high level of achievement and output are maintained.
• Train and motivate staff to maximize productivity, achieve KPI and handle job independently and effectively.
• Give guidance to CSR/CSO on dealing with non-routine customer requests.
• Review staff performance regularly and conduct coaching or counseling whenever required.
• Provide support to marketing programs, review and comment on all customer communication materials; reflect customers’ needs and suggestions for service enhancement.
• Reflect customers’ comments and suggestions for service enhancement.
• Ensure staff complies to internal guidelines, legal and regulatory requirement when delivering job duties.
• Participate and contribute to various projects for on-going operations and system enhancements.

Incumbent Requirements:

• University degree with minimum 3 years’ customer service experience in SME / retail banking/ consumer products, or lower academic qualifications with substantial years of relevant experience.
• Experience in SME Customer Service and/or corporate client service is preferred.
• Insurance and / or investment license preferred; and possession of related regulatory qualifications and competencies are required.
• Good leadership and people management skills.
• Good sales & service management skills.
• Good communication and interpersonal skills.
• Good command of written and spoken English, Cantonese & Mandarin.