• Competitive
  • Hong Kong
  • Permanent, Full time
  • Citi
  • 2018-06-21

HK - GCB O&T - Customer Service Manager

HK - GCB O&T - Customer Service Manager

  • Primary Location: Hong Kong SAR of PRC
  • Education: Bachelor's Degree
  • Job Function: Operations Customer Service
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 18032201


Description

To be a business partner in delivering excellent customer service to customers and assisting the Citiphone Head in the transformation of the Call Center to be a customer centric organization.
  • Responsible for leading and managing multiple teams of Citiphone Officers to ensure they provide timely, efficient and client focused service, sales, and digital promotion that meet and move towards exceeding customer expectations
  • Inspire team members to deliver best customer service and provide work environment to engage and develop staff
  • Deliver and continuously improve customer satisfaction and problem resolution effectiveness
  • Independently deal with variable issues with potentially broader business impact
  • Responsible for the team performance and development.  Evaluate staff performance and make decisions for staffing, pay increases, promotions, terminations, staffing, etc.  Use discretion to recommend and execute new work procedures for team
  • Ensure the quality of tasks provided by self and others on team.  Impact the team and closely related work teams by influencing decisions through advice or facilitating services; accountable for end results
  • Develop communication to exchange ideas and complex/sensitive information


Qualifications

  • University graduate with minimum 8 years of management level experience in related field with people management experience
  • Passion towards service
  • Strong problem solving and analytical skills
  • Strong people management skills and ability to lead the team for results
  • Openness and willingness to change and flexibility in approach to meet demands of situation
  • Excellent presentation and communication skills
Hong Kong Hong Kong Hong Kong HK