SME Customer Service Team Lead
3 weeks ago
As a key member of the Dah Sing Bank team, you will play a vital role in delivering exceptional service to our SME Business Banking customers. Your primary responsibility will be to supervise and evaluate the activities of the SME Customer Service Team, ensuring that they provide high-quality services and support to our customers.
Main Responsibilities:
- Lead the team to provide all-round quality service to SME customers through various channels, including phone banking, email, video conferencing, and social media.
- Support the team in acquiring new SME customers, performing transactions, and providing eBanking/Mobile Banking ID maintenance, insurance, and investment services.
- Collaborate with the Customer Services Manager to ensure that the team delivers high-quality services and resolves customer complaints effectively.
- Monitor job efficiency, objective achievement, and manpower planning to ensure the team's success.
- Regularly review working procedures to maintain high levels of achievement and output.
- Train and motivate staff to achieve KPIs and handle jobs independently and effectively.
- Provide guidance to CSR/CSO on handling non-routine customer requests.
- Review staff performance regularly and conduct coaching or counseling when necessary.
- Support marketing programs, review, and comment on customer communication materials, reflecting customer needs and suggestions for service enhancement.
- Ensure staff compliance with internal guidelines, legal, and regulatory requirements when delivering job duties.
- Participate in and contribute to various projects for ongoing operations and system enhancements.
Incumbent Requirements:
- 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 is required.
- Good leadership and people management skills.
- Good sales and service management skills.
- Good communication and interpersonal skills.
- Good command of written and spoken English, Cantonese, and Mandarin.
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