Senior Customer Service Officer / Customer Service Officer
- Wan Chai, Hong Kong
- Permanent
- Full-time
Location: Wan Chai
Nature: Renewable Contract (12 months)Others
- Monday–Sunday shift (five working days a week, including public holidays).
- Shift schedule: 9:00 AM to 6:00 PM or 2:30 PM to 11:30 PM.
- Handle customer calls for credit cards and live chats for credit cards and personal loans.
- Assist in supervising the team and organizing daily operations to cope with business directives.
- Establish practical operating procedures to comply with the department's/company's policies and guidelines as well as the rules and regulations of regulatory bodies.
- Provide coaching and training to teammates to enhance their skills and job knowledge.
- Assist in monitoring team performance on inbound/outbound calls and live chats with cardholders, branches, other departments/teams, etc.
- Prepare performance reports/KPI measurements.
- Handle customer inquiries, requests, and complaints via phone/live chat.
- Maintain a good customer service level and achieve predefined performance indicators.
- Perform regular reviews of routine procedures for improvement/streamlining opportunities and recommend enhancements relating to systems/workflows.
- Handle customer calls for credit cards and live chats for credit cards and personal loans.
- Handle customer inquiries, requests, and complaints via phone/live chat.
- Maintain a good customer service level and achieve predefined performance indicators.
- Perform ad hoc duties as assigned.
- Form five/Diploma of Secondary Education (DSE) graduate or above.
- Minimum of five years of relevant experience in the credit card/banking industry, preferably with supervisory experience.
- Proficient in MS Office applications, including Word and Excel.
- Proficient in Chinese typing (thirty words per minute).
- Able to support chat inquiries in both Chinese and English.
- Proficient in both spoken and written English and Chinese.
- Good interpersonal and communication skills.
- Form five/Diploma of Secondary Education (DSE) graduate or above.
- Minimum of three years of relevant experience in the credit card/banking industry.
- Proficient in MS Office applications, including Word and Excel.
- Proficient in Chinese typing (thirty words per minute).
- Able to support chat inquiries in both Chinese and English.
- Proficient in both spoken and written English and Chinese.
- Good interpersonal and communication skills.