Customer Service Center Manager

3 days ago

Hong Kong, Central and Western District, Hong Kong SAR China Questel Full time
Job Summary

We are seeking a highly skilled Customer Service Center Manager to lead our team in providing exceptional customer experiences. This role involves handling live chat, inbound/outbound calls, and emails in a proactive and positive manner.

About the Company

WeLab is a leading pan-Asian fintech platform operating two digital banks and multiple online financial services. Our mission is to make financial services accessible for everyone.

About You

You will be responsible for managing a team of customer service representatives, ensuring that all customer inquiries are handled promptly and efficiently. Your strong leadership skills, combined with your ability to communicate effectively, will enable you to drive results and improve customer satisfaction.

Responsibilities
  • Lead a team of customer service representatives in handling customer inquiries via live chat, phone, and email.
  • Monitor and coach team members to ensure high service quality and meet KPIs.
  • Conduct regular reviews and monitoring processes to ensure customer complaints are resolved promptly and effectively.
  • Prepare operation reports and rosters to maximize resource utilization.
  • Participate in projects to develop new processes, automate existing ones, and enhance systems to improve operational efficiency.
Requirements
  • Degree/Diploma or above.
  • Minimum 5 years' experience in contact centers, with at least 3 years in supervisory roles.
  • Experience in handling customer complaints is preferred.
  • Strong verbal and written English and Chinese language skills (including Putonghua and Cantonese).
  • Excellent customer service mindset and interpersonal communication skills.
  • Energetic and able to work under pressure.
  • Shift work on weekends and public holidays.
Perks and Benefits
  • A competitive salary package, estimated to be around HKD$120,000 - $150,000 per annum.
  • A learning and development stipend to support ongoing professional growth.
  • A comprehensive benefits package, including health insurance, retirement plans, and more.
  • A dynamic and supportive work environment, with opportunities to collaborate with colleagues and contribute to innovative projects.
  • A range of wellness programs and activities to promote physical and mental well-being.
About WeLab

WeLab is a leader in pan-Asian fintech, operating digital banks and online financial services. We're committed to making financial services accessible for everyone. Our company has received numerous awards and recognitions, including the Asia Banking Finance Retail Banking Awards: Virtual Bank of the Year - Hong Kong.

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