Customer Service Team Lead

7 days ago

Hong Kong, Central and Western District, Hong Kong SAR China DBS Bank (Hong Kong) Limited Full time
About the Role

We are seeking a highly motivated and experienced Customer Service Team Lead to join our DBS Bank (Hong Kong) Limited team. As a key member of our Contact Centre, you will be responsible for leading teams to deliver exceptional customer experiences and drive business growth.

Key Responsibilities
  • Lead teams to focus on inbound enquiries, conduct outbound activities, and handle customer applications, transactions, and requests.
  • Manage the daily operation of the Contact Centre, including resource and capacity planning, implementing customer centre operation strategies, and performance management.
  • Identify and evaluate state-of-the-art technologies, define user requirements, and establish technical specifications.
  • Set and meet performance targets for effectiveness, efficiency, quality, and customer service.
  • Ensure all relevant communications, records, and data are updated and recorded.
Requirements
  • Post-secondary with over 8 years' solid customer service experience or university graduate with minimum 2 years of relevant experience.
  • Minimum 8 years' relevant experience in banking, credit card, or call centre industry, with thorough understanding of respective practices and regulations.
  • Initiative, positive, able to work independently, and highly motivated.
  • Good people management, interpersonal, communication, and listening skills.
  • Strong analytical, decision-making, and problem-solving skills.
  • Result- and customer-oriented.
  • Mature and positive character with strong leadership skills and ability to interact with different levels and behaviors of staff.
  • Proficiency in spoken and writing skills in both English and Chinese.
  • Proficiency in PC applications.
  • Sound knowledge in consumer banking/credit card products/merchant services; operations and regulations.
  • Good understanding of call centre systems, infrastructure, and MIS reporting tools.

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