Assistant Manager, Contact Centre

OCBC Bank (Hong Kong) Limited; Hong Kong; On-site; HKD 300,000 - 400,000; Full time

Benefits offered by this job

Competitive base salary

Holistic and flexible benefits

Learning and professional development opportunities

Job summary

OCBC Bank (Hong Kong) Limited is looking for a motivated Contact Centre Assistant Manager. This role requires at least two years of customer service experience in banking or finance, with excellent communication skills in English, Cantonese, and Putonghua.

The successful candidate will handle customer inquiries across multiple channels and work collaboratively with team members. Benefits include a competitive salary and a range of flexible benefits tailored to employee needs.

Qualifications

• At least two years of experience in a contact centre within banking or finance.
• Excellent communication and writing skills in English, Cantonese and Putonghua.
• Self‑motivated and able to work under pressure.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a professional manner on a shift basis.
• Resolve customer complaints and issues effectively, ensuring a positive customer experience.
• Identify opportunities for process improvements and provide feedback to management.

Education

Bachelor’s degree or above; HKSI Type 1 RA preferred

Tools

MS Office

Chinese word processing

Job description

We are seeking a motivated and experienced Contact Centre Assistant Manager with at least two years of customer service experience in banking or finance.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a professional manner on a shift basis.
• Resolve customer complaints and issues effectively, ensuring a positive customer experience.
• Meet or exceed individual and team performance metrics, including call handling time and customer satisfaction scores.
• Collaborate with team members and other departments to address customer needs and improve service delivery.
• Identify opportunities for process improvements and provide feedback to management.
• Adhere to company policies and procedures, ensuring compliance with industry regulations.

Requirements

• Bachelor’s degree or above; HKSI Type 1 RA preferred.
• At least two years of experience in a contact centre within banking or finance.
• Proficient in MS Office and Chinese word processing.
• Knowledge of voice, chat and other non‑voice channels.
• Excellent communication and writing skills in English, Cantonese and Putonghua.
• Attentive, accurate and reliable; efficient processor.
• Ability to understand and address customer concerns.
• Self‑motivated and able to work under pressure.
• Good team player.

Benefits

• Competitive base salary.
• A suite of holistic and flexible benefits to suit every lifestyle.
• Community initiatives.
• Industry‑leading learning and professional development opportunities.
• Focus on employee wellbeing, growth, and aspirations.