Teleservices Manager - (Contact Centre, Integrated Banking Services) Teleservices Manager - (Contact Centre, Integrated  …

Bank Of China (Hong Kong) Limited
in Hong Kong
Permanent, Full time
Be the first to apply
Competitive
Bank Of China (Hong Kong) Limited
in Hong Kong
Permanent, Full time
Be the first to apply
Competitive
Teleservices Manager - (Contact Centre, Integrated Banking Services)

Responsibilities:
  • Support the superiors to formulate, implement and review the progress of strategic plan in order to achieve business targets
  • Coach and support the staff for handling customers' enquiries and requests related to banking products and services from different channels, including telephone, email, video-call, online text and fax
  • Assist the superiors in implementing the implementation in accordance with the unit development guidelines and policies
  • Deliver quality services to customers through inbound and outbound calls in order to achieve business targets
  • Propose resolutions and ensure formulations are in line with the overall business strategic goals, particularly optimize the retention of existing customers
  • Address customer feedback / complaints professionally


Requirements:
  • Degree or above
  • Possess qualifications in HKSI
  • At least 4 years of relevant working experience in banking / financial institution and hotline customer services
  • Sound knowledge in retail banking operation, risk management and business practices
  • Able to work independent and strong analytical skills
  • Remarkable organizing & problem solving techniques with a strong sense of customer centricity
  • Strong communication, presentation, interpersonal and coaching skills
  • Good command of English and Chinese in both verbal and written including Putonghua
  • May required on-shift duty as needed


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