Assistant Manager, Business Service Centre

OCBC; Hong Kong; On-site; HKD 223,000 - 357,000; Full time

Benefits offered by this job

Competitive base salary

Flexible benefits

Learning & development opportunities

Wellbeing & growth

Job summary

OCBC in Hong Kong is seeking an Assistant Manager for the Business Service Centre to deliver high-quality customer service to business clients across multiple channels, including email and phone. You will handle inquiries, perform authenticated account maintenance, and support administrative tasks to ensure smooth operations.

The role requires strong communication in Putonghua, English and Cantonese, a positive attitude, and at least one year of banking call center experience; event experience

Qualifications

• Minimum of one year’s customer service experience in banking call center.
• Experience handling email enquiries is an advantage.
• Strong communication and interpersonal skills.
• Proficiency in Putonghua, English and Cantonese.

Responsibilities

• Handle customer enquiries via email for banking products and services with accurate, timely responses.
• Provide proactive servicing by identifying needs and offering banking solutions.
• Manage customer requests including account-related enquiries and e-banking applications.
• Support inbound hotline enquiries and perform authenticated account maintenance per security policy.
• Provide administrative support to the team and assist with documentation tasks.

Skills

Interpersonal skills

Customer service

Teamwork

Putonghua

English

Cantonese

Education

Secondary education or above

Tools

MS Office

Job description

WHO WE ARE:

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.

Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future.

We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career.

Your Opportunity Starts Here.

The Assistant Manager, Business Service Centre is responsible for delivering high-quality and proactive customer service to our business clients through multiple service channels, including email, inbound calls and outbound calls. The role involves handling customer enquiries and service requests related to a wide range of banking products and services, performing authenticated account maintenance, and providing administrative support to ensure smooth call centre operations.

• Handle customer enquiries via email relating to various banking products and banking services, ensuring accurate, timely and professional responses.
• Provide proactive servicing to customers by identifying their needs, offering appropriate banking solutions and support and enhancing the overall customer experience.
• Handle customer requests including, but not limited to, banking products, account-related enquiries, and e-banking applications, in accordance with service standards and procedures.
• Provide support for inbound hotline enquiries when necessary. Perform account maintenance services after successful customer authentication by phone, ensuring compliance with internal controls, security policies and regulatory guidelines.
• Provide administrative support to the team and assist with operational and documentation tasks as assigned by management.

REQUIREMENTS

• Secondary education or above
• Good PC skills in using MS Office
• Good interpersonal and communication skills
• Good customer service and can work well in team
• Proficiency in both written and spoken Putonghua, English and Cantonese
• Positive working attitude, minimum of one year’s customer service experience in a banking call center; experience in handling email enquiries is an advantage
• Candidate with less experience will be considered as Assistant Manager

What we offer:

Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.