Call Centre and Customer Experience (AVP/Team Lead) - SC

Classy Wheeler Limited; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

A leading money lending company in Hong Kong is seeking a Call Centre and Customer Experience (AVP/Team Lead) to manage operations and lead a new team. Responsibilities include overseeing cardholder inquiries, preparing performance reports, and enhancing customer service quality. The ideal candidate should have over 5 years of experience in customer service within the banking or finance sector, with strong problem-solving skills and proficiency in Cantonese, English, and Mandarin. This role offers an opportunity to shape customer service excellence within the organization.

Qualifications

• Minimum 5 years’ experience in customer service and credit card centre.
• At least 2 years at supervisory level in banking/finance.
• Good knowledge of AML and credit card operations.
• Proven track record in launching service quality programs.

Responsibilities

• Manage day-to-day operations of the credit card call centre.
• Lead the team to manage inquiries and complaints.
• Prepare performance reports and handle escalations.
• Handle escalations/complaints and provide appropriate redress.
• Coach and train team members and promote a strong customer service culture.
• Review procedures and streamline workflows for better customer journey management.
• Diagnose problems from complaint investigations to drive service improvements.
• Assist in planning, development and implementation of ad-hoc projects.

Skills

Customer Service

Problem Solving

Communication

Negotiation

Teamwork

Education

Degree in Business Administration, Finance or related discipline

Tools

MS Office (especially PowerPoint)

Chinese word processing

Job description

Call Centre and Customer Experience (AVP/Team Lead) - SC

Client Description

Our client is a renowned money lending company with businesses across Hong Kong and Greater China. To cope with their strong performance and growth in Hong Kong, they are now urgently seeking aCall Centre and Customer Experience (AVP/Team Lead) to join their newly setup team.

Job Description

• Responsible for managing day-to-day operations of credit card call centre
• Lead the team to handle cardholder’s inquiries and complaints in a professional and timely manner, and monitor overall performance
• Prepare regular performance reports
• Handle escalations/complaints professionally and make financial redress to complainants as appropriate
• Provide coaching and training to team members, promote excellent Customer Service culture within the company and extend to market recognition
• Perform regular review, streamline the routine procedures and recommend improvements on systems and workflow for better customer journey management
• Provide diagnosis of problems identified during complaint investigation to facilitate service improvement initiatives
• Assist in planning, development and implementation of ad-hoc projects

Job Requirements

• Degree holder in Business Administration, Finance or related discipline
• Minimum 5 years’ solid experience in customer service and credit card centre -in banking/finance industry with at least 2 years at supervisory level
• Good AML and legal knowledge on credit card related operations and documentation
• Sound experience of launching service quality program
• Strong problem solving, communication and negotiation skills
• Passionate, customer oriented, well organized and a good team player
• Good command of both written and spoken Cantonese, English and Mandarin
• Proficient in MS Office applications especially PowerPoint and Chinese word processing