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