livi bank | Customer Service Supervisor

17 hours ago


hong kong, Hong Kong SAR China livi bank Full time

Responsibilities

  • Lead a team of officers to deliver service requests to customers efficiently and consistently.
  • Monitor and analyze the performance of the team to achieve the department KPI.
  • Handle instant complaint escalation from the agents, resolve customer's complaints, and provide alternative solutions.
  • Prepare MIS reports of the team’s performance, organize work schedules, and system enhancements.
  • Coordinate with stakeholders to develop communication materials including FAQs, scripts, and arrange training or briefing prior to roll-out of campaigns.
  • Work with incident management team to timely escalate any incidents, align on the resolutions, and provide remediations to the customers.
  • Lead system enhancements or process improvement projects including user requirements and testing.
  • Control and monitor quality on service quality and risks related to processes.

Requirement

  • Minimum 6-8 years of people management within the banking industry.
  • Sufficient knowledge & understanding of banking operations and products including Retail & Corporate banking services and products.
  • Ability to communicate effectively with customers and internally with banking staff.
  • Self-motivated with a strong analytical mind and creative thinking.
  • Good report writing skills and presentation skills.
  • Candidates without banking experience but with exposure to Customer Experience and Service in Fintech, Ecommerce, as well as good knowledge of fintech applications such as Chatbots, AI, and big data analysis will be considered favorably.
  • Fluent in Cantonese & English; Mandarin is an advantage.
Seniority level

Associate

Employment type

Full-time

Job function

Customer Service

Industries

Banking

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