SME Customer Service Team Leader (Sizable Bank) 

中小企客戶服務團隊主管 (銀行熱線服務)

Location: Kowloon

Work Schedule: 5 days work per week, on shift duty (五天工作，需輪班排班，涵蓋星期一至日)

Job Highlights

• Pure Management Role: Step up to lead, coach, and manage a dedicated team of hotlines service representatives without individual sales targets.

• SME Focus Sector: Focus on the bank's high-value Small and Medium Enterprise (SME) corporate client segment, enhancing your professional profile.

• Data-Driven Leadership: Gain valuable management exposure by analyzing operational metrics to shape and develop bank training programs.

Key Responsibilities 

• Team Leadership : Manage and guide a team of customer service representatives handling retail and corporate phone inquiries, overseeing daily performance.

• Escalation Handling: Act as the senior point of contact to effectively address, resolve, and manage escalated customer issues and complex inquiries.

• Quality Assurance: Establish and maintain high service standards; monitor call activity data to identify areas for service improvement and training programs.

• Staff Coaching: Coach and mentor team members on best practices, call handling techniques, and operational workflows.

Critical Requirements 

• Experience: Minimum 2 years of solid customer service experience within the banking industry, with a specific focus on SME (中小企) banking services.

• Education: Bachelor’s Degree or above in any discipline.

• Technical Skills: Proficient in general computer operations and MS Office (Word, Excel, PowerPoint). Chinese typing speed must reach 40-50 WPM or above (中文輸入每分鐘 40-50 字或以上).

• Languages: Proficient in both written and spoken English and Chinese, including fluent Putonghua (國語).

Please contact 97189652 Winnie

Telecommunication

Banking & Finance

Kowloon

Permanent

HKD 20, 001- HKD 30,000 / mth