Call Centre and Customer Experience (AVP/Team Lead) - SC

Classy Wheeler Limited; Hong Kong Island; On-site; HKD 300,000 - 500,000; Full time

Job summary

A renowned money lending company in Hong Kong is urgently seeking a Call Centre and Customer Experience (AVP/Team Lead) to manage day-to-day operations and lead a newly established team. The ideal candidate will have a degree in Business Administration or Finance, with at least 5 years of experience in the banking or finance sector. Key responsibilities include coaching team members, handling escalations, and improving service quality. Strong problem-solving, communication, and negotiation skills along with proficiency in Cantonese, English, and Mandarin are essential.

Qualifications

• Degree holder in Business Administration, Finance or related discipline.
• Minimum 5 years’ experience in customer service and credit card centre.
• Good command of written and spoken Cantonese, English and Mandarin.

Responsibilities

• Manage day-to-day operations of credit card call centre.
• Lead the team to handle inquiries and complaints professionally.
• Prepare regular performance reports and monitor overall performance.

Skills

Problem solving

Communication skills

Negotiation skills

Customer oriented

Team player

Education

Degree in Business Administration or Finance

Tools

MS Office Applications

Job description

Call Centre and Customer Experience (AVP/Team Lead) - SC

Client Description

Our client is a renowned money lending company with businesses across Hong Kong and Greater China. To cope with their strong performance and growth in Hong Kong, they are now urgently seeking aCall Centre and Customer Experience (AVP/Team Lead) to join their newly setup team

Job Description

• Responsible for managing day-to-day operations of credit card call centre
• Lead the team to handle cardholder’s inquiries and complaints in a professional and timely manner, and monitor overall performance
• Prepare regular performance reports
• Handle escalations/complaints professionally and make financial redress to complainants as appropriate
• Provide coaching and training to team members, promote excellent Customer Service culture within the company and extend to market recognition
• Perform regular review, streamline the routine procedures and recommend improvements on systems and workflow for better customer journey management
• Provide diagnosis of problems identified during complaint investigation to facilitate service improvement initiatives
• Assist in planning, development and implementation of ad-hoc projects

Job Requirements

• Degree holder in Business Administration, Finance or related discipline
• Minimum 5 years’ solid experience in customer service and credit card centre -in banking/finance industry with at least 2 years at supervisory level
• Good AML and legal knowledge on credit card related operations and documentation
• Sound experience of launching service quality program
• Strong problem solving, communication and negotiation skills
• Passionate, customer oriented, well organized and a good team player
• Good command of both written and spoken Cantonese, English and Mandarin
• Proficient in MS Office applications especially PowerPoint and Chinese word processing