Job Description
Senior Call Center Manager
* Customer Service Focus
* Leadership and Team Development Focus
About the Company
Our client is a fast growing and well-established retail banking group with an extensive customers base in Hong Kong. With an ambitious expansion plans, they are looking for an experienced Senior Call Center Manager to lead their Banking Hotline team.
About the Role
Reporting to the Head of Customer Service, you will lead and supervise a service hotline team of banking products. You need to monitor team service quality and call center operation as well as assist in handling difficult cases escalated from call center, branch network and other online channels. You will prepare monthly reports, analysis of service cases and suggest recommendations to enhance customer experience. You also have to handle case investigations and participate in other service enhancement projects as per requested.
Requirements
To qualify, the successful individual must possess:
- Degree holder.
- Minimum 7 years' experience in customer service in banking, with at least 3 years superviosory / managerial role in leading call center team.
- Solid knowledge in retail banking products is a must.
- Service oriented, positive thinking with sound people management skills.
- Good command of spoken and written English and Chinese (Cantonese and Mandarin).
- Candidates with less experience will be considered as Manager.
Click "Apply Now" to apply for this position or call Emily Leung at +852 3180 4913 for a confidential discussion. All information collected will be kept in strict confidence and will be used for recruitment purpose only.
