Call Centre and Customer Experience (AVP/Team Lead) - SC
Client Description
Our client is a renowned money lending company with businesses across Hong Kong and Greater China. To cope with their strong performance and growth in Hong Kong, they are now urgently seeking a Call Centre and Customer Experience (AVP/Team Lead) to join their newly setup team
Job Description
- Responsible for managing day-to-day operations of credit card call centre
- Lead the team to handle cardholder’s inquiries and complaints in a professional and timely manner, and monitor overall performance
- Prepare regular performance reports
- Handle escalations/complaints professionally and make financial redress to complainants as appropriate
- Provide coaching and training to team members, promote excellent Customer Service culture within the company and extend to market recognition
- Perform regular review, streamline the routine procedures and recommend improvements on systems and workflow for better customer journey management
- Provide diagnosis of problems identified during complaint investigation to facilitate service improvement initiatives
- Assist in planning, development and implementation of ad-hoc projects
Job Requirements
- Degree holder in Business Administration, Finance or related discipline
- Minimum 5 years’ solid experience in customer service and credit card centre -in banking/finance industry with at least 2 years at supervisory level
- Good AML and legal knowledge on credit card related operations and documentation
- Sound experience of launching service quality program
- Strong problem solving, communication and negotiation skills
- Passionate, customer oriented, well organized and a good team player
- Good command of both written and spoken Cantonese, English and Mandarin
- Proficient in MS Office applications especially PowerPoint and Chinese word processing
Function
Banking / Finance
Employment Type
Permanent
Salary Range
Negotiable
Yr(s) of Exp
5
Post Date
2022-03-22
