Call Centre And Customer Experience (Avp/Team Lead) - Sc

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 #J-18808-Ljbffr