Assistant Manager, Customer Services (General Banking)

Dah Sing Financial Group; Hong Kong; On-site; HKD 450,000 - 750,000; Full time

Job summary

Dah Sing Financial Group is seeking a Senior Customer Services support role to assist the manager in supervising a team delivering high-quality customer service across multiple channels in Hong Kong.

The candidate will monitor service levels, guide staff, and participate in process and system enhancement projects to ensure customer satisfaction and compliance with regulatory requirements.

Qualifications

• Secondary education with at least 5 years' relevant customer service experience.
• Experience in managing digital customer service channels (live chat and chatbot/AI) is preferred.
• Insurance and/or investment license with related regulatory qualifications is preferred and required competencies.
• Strong communication and interpersonal skills.
• Proficient English and Chinese written and spoken; Putonghua fluency highly preferred.

Responsibilities

• Oversee omni-channel customer service operations, including hotlines, live chat and chatbot support.
• Assist Customer Services Manager to supervise the team to ensure high quality services and complaints are solved skillfully and effectively.
• Assist to monitor the job efficiency, objective achievement and manpower planning.
• Regular review on working procedures to ensure high level of achievement and output are maintained.
• Train and motivate staff to achieve service level and handle job independently and effectively.
• Provide guidance to CSR on dealing with non-routine customer requests.
• Review staff performance regularly and conduct coaching or counseling whenever required.
• Provide support to marketing programs, review and comment on all customer communication materials; reflect customers’ needs and suggestions for service enhancement.
• Reflect customers’ comments and suggestions for service enhancement.
• Ensure staff complies to internal guidelines, legal and regulatory requirement when delivering job duties.
• Participate and contribute to various projects for on-going operations and system enhancements.

Skills

Customer service management

Digital channel management

Communication skills

Bilingual English/Chinese

Putonghua proficiency

Education

Secondary education with DSE

Tools

Live Chat platforms

Chatbot/AI systems

Job description

Job Purpose:

Assists the Senior Customer Services Manager to supervise the team to provide excellent customer services. Monitor calls quality and the achievement of Service level.

Main Responsibilities:

• Oversee omni-channel customer service operations, including hotlines, live chat and chatbot support
• Support Customer Services Manager to supervise the team to ensure high quality services are delivered and complaints are solved skillfully and effectively.
• Assist Customer Services Manager to monitor the job efficiency, objective achievement and manpower planning.
• Regular review on working procedures to ensure high level of achievement and output are maintained.
• Train and motive staffs to achieve service level and handle job independently and effectively.
• Give guidance to CSR on dealing with non-routine customer request.
• Review staff performance regularly and conduct coaching or counseling whenever required.
• Provide support to marketing programs, review and comment on all customer communication materials; reflect customers’ needs and suggestions for service enhancement.
• Reflect customers’ comments and suggestions for service enhancement.
• Ensure staff complies to internal guidelines, legal and regulatory requirement when delivering job duties.
• Participate and contribute to various projects for on-going operations and system enhancements.

To meet the challenge, you should have the following qualifications and attributes:

• Secondary education with minimum 5 year’s relevant experience in customer services.
• Experience in managing digital customer services channels, such as Live Chat and Chatbot/AI assistance system is preferred.
• Insurance and / or investment license is preferred; and possession of related regulatory qualifications and competencies are required.
• Good communication and interpersonal skills.
• Good command of written and spoken English and Chinese.
• Fluent in Putonghua is highly preferred.

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## More Job Information

Job Function

• 銀行 · 金融服務 - 一般 · 其他

Employment Term

• 全職

Employment Term

• 長期

Education

• 中五至中七或DSE