VP, Customer Service Operations Manager (Shift)

NexusSearch International Limited; Hong Kong Island; On-site; HKD 390,600 - 446,400; Full time

Job summary

A leading financial services company in Hong Kong is seeking a VP, Customer Service Operations Manager to oversee customer inquiries and team performance. The ideal candidate has a Higher Diploma, at least 3 years in a contact center, and fluency in Cantonese and English. You will manage various communication channels, support training for new staff, and implement processes to enhance team efficiency. A valid Type 1 HKSI license is essential. Competitive salary offered.

Qualifications

• 3 years of experience in a contact center, preferably in financial services.
• Fluent in Cantonese and English; good at written and spoken communication.
• Must hold a valid Type 1 HKSI license.

Responsibilities

• Handle banking and investment inquiries via various channels.
• Support training and coaching of new team members.
• Escalate incidents and provide solutions to improve efficiency.

Skills

Customer service skills

Multi-tasking

Problem-solving

Team leadership

Communication skills

Education

Higher Diploma or above

Tools

Mac OS

Office cloud applications

Job description

VP, Customer Service Operations Manager (Shift)

Hong Kong Island, Hong Kong

HK$ 35,000.00 - 40,000.00 (Hong Kong Dollar)

About the job VP, Customer Service Operations Manager (Shift)

Note: This section has been formatted to improve readability while preserving original content.

Key Responsibilities

• Handling all kinds of banking, credit, investment enquiries via phone/ chat/ email channels.
• Handling social media inbox.
• Handle escalation cases with investigation done.
• Support training, coaching and share the best practice to new joiners.
• Feedback and provide solutions to increase the efficiency within CS team.
• Escalate ad hoc incidents and propose appropriate actions to the management team.
• Tasks will be assigned per the business needs.

Skills and Experience

• Higher Diploma or above.
• 3 years experience in contact center, preferably gained in the financial services industry & chat team.
• Knowledge of the major retail banking products, especially unsecured lending & investment.
• Possess customer centric and positive mindset with a can-do attitude.
• Native in Cantonese, and fluency in English to handle daily interactions with internal and external stakeholders.
• Good at written and spoken Chinese and English.
• Willing to work hands-on under a lean organization structure.
• Ability to multi-task, prioritize and manage time effectively; remain calm under pressure, especially during peak hours or intense situations.
• Basic knowledge of using Mac and OS, and the latest office cloud applications.
• Must need to hold a valid Type 1 HKSI license.
• Will consider as Customer Care Officer (INV) with less experience.