For Recruiters

Senior Customer Service Manager / Customer Service Manager, Contact Centre

China CITIC Bank International Limited
Hong Kong
Posted 4 days ago In-Office Permanent HK$32k - HK$40k
W
Posted by
Winnie Leung
Recruiter
- Supervisory role in Retail Banking - Contact Center - 3 years supervisory experience - Possess IIQAS & other required qualifications

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).
Job ID  111103/WL
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