Assistant Manager, Customer Services Representative

6 days ago

Hong Kong, Central and Western District, Hong Kong SAR China Dah Sing Bank Full time

**Job Summary:**

We are seeking a highly skilled and experienced Assistant Manager to join our Customer Services team at Dah Sing Bank. As a key member of our team, you will be responsible for supervising and evaluating the activities of our Customer Service Team to generate new business revenue and achieve objectives set by Management.

Main Responsibilities:

  • **Team Leadership:** Manage the team to provide all-round quality service to our SME customers through various channels, including but not limited to, business acquisition, after-sales enquiry, account enquiry, campaign enquiry, and digital channels support.
  • **Business Development:** Manage the team to support the acquisition of SME customers, perform transactions, eBanking/Mobile Banking ID maintenance, insurance or investment transactions for SME customers.
  • **Quality Control:** Support the Customer Services Manager to supervise the team to ensure high-quality services are delivered and complaints are solved skillfully and effectively.
  • **Performance Management:** Assist the Customer Services Manager to monitor job efficiency, objective achievement, and manpower planning.
  • **Process Improvement:** Regularly review working procedures to ensure a high level of achievement and output are maintained.
  • **Staff Development:** Train and motivate staff to achieve KPIs and handle jobs independently and effectively.
  • **Guidance:** Give guidance to CSR/CSO on dealing with non-routine customer requests.
  • **Performance Evaluation:** Review staff performance regularly and conduct coaching or counseling whenever required.
  • **Marketing Support:** Provide support to marketing programs, review and comment on all customer communication materials; reflect customers' needs and suggestions for service enhancement.
  • **Compliance:** Ensure staff complies with internal guidelines, legal, and regulatory requirements when delivering job duties.
  • **Project Participation:** Participate and contribute to various projects for ongoing operations and system enhancements.

Incumbent Requirements:

  • University degree with minimum 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; and 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.

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