Assistant Manager, Business Service Centre (Call Centre)

The Assistant Manager / Manager, Business Service Centre is responsible for delivering high-quality and proactive customer service to our business clients through multiple service channels, including email, inbound calls and outbound calls. The role involves handling customer enquiries and service requests related to a wide range of banking products and services, performing authenticated account maintenance, and providing administrative support to ensure smooth call centre operations.

• Handle customer enquiries via email relating to various banking products and banking services, ensuring accurate, timely and professional responses.
• Provide proactive servicing to customers by identifying their needs, offering appropriate banking solutions and support and enhancing the overall customer experience.
• Handle customer requests including, but not limited to, banking products, account-related enquiries, and e-banking applications, in accordance with service standards and procedures.
• Provide support for inbound hotline enquiries when necessary.  Perform account maintenance services after successful customer authentication by phone, ensuring compliance with internal controls, security policies and regulatory guidelines.
• Provide administrative support to the team and assist with operational and documentation tasks as assigned by management.

REQUIREMENTS

• Secondary education or above
• Good PC skills in using MS Office
• Good interpersonal and communication skills
• Good customer service and can work well in team
• Proficiency in both written and spoken Putonghua, English and Cantonese
• Positive working attitude, minimum of one year’s customer service experience in a banking call center; experience in handling email enquiries is an advantage
• Candidate with less experience will be considered as Assistant Manager