Airstar Bank

Customer Services Manager/ Assistant Customer Services Manager

Airstar Bank

Job Highlights

  • Min. 5 years' exp. in contact centre
  • manage the handling of customer feedbacks
  • Excellent communication skills

Job Purpose

Lead the customer services team to assist the Head of Customer Services to achieve the business goals, service strategies and KPIs.

Job Responsibilities

  • To coach, monitor and manage the customer service officers in the handling of customer enquiries and requests via various service channels, including hotline, email and any other electronic means.
  • To plan the distribution of customer requests and manage the manpower resources allocation accordingly to achieve the service quality and productivity requirements.
  • To monitor the quality of services delivered via various channels and take initiatives for the continuous improvement.
  • To manage the handling of customer feedbacks and customer complaints to ensure customer satisfaction.
  • To coordinate the launch of new products and services with the development of the concerned processes and materials, including the handling procedures, call scripts and training materials.
  • To report the customer services performance on a regular basis and suggest for actions for improvement

Job Requirements

  • University graduate, preferably with major in business or finance
  • Minimum 5 years' experience in contact centre, preferably in banking, insurance and telecom industries (Candidates with lesser experience will be posted as Assistant Customer Services Manager)
  • Excellent communication skills, good leadership and people-oriented
  • Responsible, with self-initiative and able to work independently under pressure.
  • Excellence in writing and speaking English, Cantonese and Mandarin
  • Proficiency in MS Word, Excel and PowerPoint
More job information
Salary
Benefits
  • 5-day week
  • Dental plan
  • Discretionary bonus
  • Insurance plan
  • Medical plan
Job Function
Location
  • Tsimshatsui
Industry
Employment Term
  • Full-time
Experience
  • 5 years
Career Level
  • Middle management level
Education
  • Degree