International Executive Service Corps | Assistant Manager, Customer Services
10 hours ago
Assists SME Customer Services Manager to supervise SME Customer Service Team that provides all-round services & support to Dah Sing Bank SME customers, including business acquisition, after-sales enquiry, account enquiry, campaign enquiry, performing transactions & digital channels support, for local and cross-border SME customers. Supervises and evaluates activities to support revenue generation, maximize productivity, optimize operations, and achieve the bank’s objectives.
Main Responsibilities:
- Manage the team to provide all-round quality service for SME customers through all channels, including but not limited to phone banking, email, or other social media.
- Manage the team to provide support to acquire SME customers, perform transactions, eBanking/Mobile Banking ID maintenance, and insurance or investment transactions for SME customers.
- Support Customer Services Manager to supervise the team to ensure high-quality services are delivered and complaints are resolved skillfully and effectively.
- Assist Customer Services Manager to monitor job efficiency, objective achievement, and manpower planning.
- Regularly review & optimize working procedures to ensure high levels of achievement and output are maintained.
- Train and motivate staff to maximize productivity, achieve KPI, and handle jobs independently and effectively.
- Provide guidance to CSR/CSO on dealing with non-routine customer requests.
- Review staff performance regularly and conduct coaching or counseling whenever required.
- Provide support to marketing programs, review, and comment on all customer communication materials; reflect customers’ needs and suggestions for service enhancement.
- Ensure staff complies with internal guidelines, legal, and regulatory requirements when delivering job duties.
- Participate and contribute to various projects for ongoing operations and system enhancements.
Minimum Qualifications:
- University degree with a minimum of 3 years’ customer service experience in SME/retail banking/consumer products, or lower academic qualifications with substantial years of relevant experience.
- Experience in SME Customer Service and/or corporate client service is preferred.
- Insurance and/or investment license preferred; possession of related regulatory qualifications and competencies are required.
- Good leadership and people management skills.
- Good sales & service management skills.
- Good communication and interpersonal skills.
- Good command of written and spoken English, Cantonese & Mandarin.
Please note that only shortlisted candidates will be notified.
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Hong Kong, Central and Western District, Hong Kong SAR China International Executive Service Corps Full timeAbout Our TeamWe are a dynamic team at International Executive Service Corps, dedicated to delivering exceptional customer experiences in our Retail Banking Division.
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