Online Banking Centre Manager (Online Chat Service) [Ref no: OBCM-AL]

Job Responsibilities:

• Act as a team leader and manage a team of service representatives to provide all-around quality service to customers via Online Chat;
• Establish relevant guidelines and procedures to ensure excellent service standards; 
• Handle customer requests and resolve customer complaints to ensure customer satisfaction;
• Gather and analyze data to formulate training programs to team members;
• Conduct coaching to team members on best practices for daily inquiries;
• Perform any other job duties as assigned by supervisor.

Job Requirements:

• Bachelor’s degree or above in any discipline;
• At least 2 years of experience in SME customer service in banking industry;
• Good customer service orientation with strong problem solving and analytical skills;
• Excellent customer centricity mindset to deliver good quality services for customers;
• Able to work under pressure and meet tight deadlines;
• Proficient in MS Office applications including Chinese word processing;
• Work on shift is required.