CS Manager (banking)

About Us

Our client is a leading institution in the banking industry, dedicated to providing exceptional service to our Small and Medium Enterprises (SME) customers. We are currently seeking a Customer Service Team Leader who is passionate about delivering high-quality service and team development.

Responsibilities:

• Team Leadership: Directly manage a team of service representatives responding to customer inquiries via retail telephone calls.
• Service Standards: Establish, monitor, and ensure the attainment of service standards to promote customer satisfaction.
• Issue Resolution: Respond to and effectively resolve escalated customer issues, ensuring a satisfactory resolution.
• Data Analysis: Monitor and analyze service activity data to identify trends and develop training and service improvement programs.
• Coaching & Training: Coach team members on best practices for responding to customer inquiries and handling difficult situations.
• Performance Management: Oversee the day-to-day performance of subordinate staff, providing guidance and support as needed.
• Additional Duties: Perform other job duties as assigned by senior management.

Requirements:

• Education: Bachelor’s degree or above in any discipline.
• Experience: Minimum of 2 years of customer service experience in the banking industry, specifically with a focus on SME customer service.
• Typing Skills: Typing speed of 40-50 words per minute or higher in Chinese.
• Communication Skills: Excellent communication skills, with the ability to articulate thoughts clearly and effectively with both subordinates and customers.
• Problem-Solving: Strong analytical skills with the capability to devise effective solutions to customer issues.
• Stress Management: Ability to handle work pressure and stress effectively while maintaining high service standards.
• Customer-Centric Mindset: Commitment to providing high-quality services and ensuring overall customer satisfaction.
• Technical Proficiency: Proficient in basic computer operations and MS Office (Word, Excel, PowerPoint).
• Language Skills: Proficiency in both written and spoken English, Chinese, and Putonghua.

What We Offer

• Competitive salary and performance incentives.
• Comprehensive benefits package, including health, dental, and retirement plans.
• Opportunities for professional development and career advancement within the company.
• A supportive and collaborative work environment focused on customer satisfaction.

How to Apply

If you have a passion for customer service and the ability to lead a team to success, please submit your resume and a cover letter to kat.chen@manpowergrc.hk