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 RequirementsDegree 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