Senior / Customer Service Manager, Contact Centre

Key Responsibilities

• Lead the team to handle product /webchat enquiries, financial transactions, securities trading and telemarketing calls etc.
• Motivate the team to achieve service pledge & sales target.
• Responsible for management report, roster management and the team’s operations.
• Monitor to ensure all transactions and processes are complied with regulatory requirement.
• Liaise with different departments to smoothen the program logistics & workflow.
• Handle complicated customer inquiries and complaints referred by sub-ordinates.
• Provide guidance and coaching to junior staff.

Requirements

• Degree holder or equivalent.
• Possess IIQAS and other required qualifications under SFC
• Minimum 6 years experience in retail banking customer services including 3 years supervisory experience.
• Sound knowledge of Retail Banking products and stock trading operations.
• Strong communication skills and selling skills, excellent telephone manner.
• Good command of written and spoken English and Chinese (including Putonghua).