Assistant Manager, Customer Services (General Banking)

Job Purpose:

Assists the Senior Customer Services Manager to supervise the team to provide excellent customer services.  Monitor calls quality and the achievement of Service level.

Main Responsibilities: 

• Oversee omni-channel customer service operations, including hotlines, live chat and chatbot support
• 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 on working procedures to ensure high level of achievement and output are maintained.
• Train and motive staffs to achieve service level and handle job independently and effectively.
• Give guidance to CSR on dealing with non-routine customer request.
• 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.

To meet the challenge, you should have the following qualifications and attributes:

• Secondary education with minimum 5 year’s relevant experience in customer services.
• Experience in managing digital customer services channels, such as Live Chat and Chatbot/AI assistance system is preferred.
• Insurance and / or investment license is preferred; and possession of related regulatory qualifications and competencies are required.
• Good communication and interpersonal skills.
• Good command of written and spoken English and Chinese.
• Fluent in Putonghua is highly preferred.