Hong Kong Job Openings

Gravitas Recruitment Group

Team Lead, Customer Services (Call Centre) - Commercial Bank

FULL TIME

November 29, 2024

Our client is one of the largest commercial banks in Hong Kong providing a wide range of banking services to a diverse customer base. They are looking for an experienced Manager to lead their call centre team to handle both retail and SME clients.

Job duties
  • Manage a team of call centre representatives to handle customer enquiries through calls and online chat
  • Monitor the team's performance metrics to ensure alignment with KPIs
  • Provide coaching and training to enhance team performance
  • Handle escalated customer issues to provide excellent services to ensure service standards are met
  • Collaborate with internal teams to streamline processes and improve customer service standards
  • Maintain accurate documentation of customer interactions and resolutions to ensure a high level of service consistency

Job requirements
  • University degree in Economics, Finance, Accounting or related fields
  • 5-10 years of experience in customer service, call centre or teleservices in the banking industry with previous managerial/supervisory experience
  • Strong experience in handling retail or SME clients
  • Customer-centric mindset with exceptional communication and interpersonal skills
  • Proficient in using Microsoft Office and strong Chinese typing speed
  • Fluent in spoken and written English, Cantonese and Mandarin is a must
Job ID BBBH155154

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