Card Centre & Customer Experience Lead

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.

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.

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

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.