summary

hong kong
HK$69,000 - HK$76,000 per month
permanent
full-time

specialism
administration & business support
sub specialism
customer service & call centre
reference number
91M0242278_9974214116289733267

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job details

about the company. ...

Our client is a leading financial services company that specializes in financial and credit solutions to individuals and businesses. The company is one of the most trusted names in the industry, offering a wide range of products and services designed to meet the diverse needs of the clients. To cope with its local expansions, they are currently looking for a Associate Customer Service Director to join and ensure great customer experience.

about the team.Reporting to the Vice President of Operations, you will be managing a sizable team to fulfill overall business directives and strategies. You are expected to have card center customer service experience.

about the job.

Overall the daily operations of the credit card call center, ensuring efficient and effective customer service delivery
Manage a team of customer service representatives, including hiring, training, performance management and development
Develop and implement strategies to enhance the customer experience, reduce call wait times, and improve first-call resolution rates
Analyze call center metrics and customer feedback to identify ares of improvement and implement data driven solutions
Collaborate with other departments, such as the credit, operations and IT teams, to address customer inquiries and resolve issues
Stay up to date with industry trends, regulatory changes, and best practices in customer service, and adapt the call center's practices accordingly
Manage call center's budget, staffing levels and resource allocation to optimize operational efficiency
Serve as the primary point of contact for customers escalating issues or concerns, and ensure timely and effective resolutions
Foster a positive and customer-centric culture within the call center team

skills & experiences required.

Bachelor degree in Business Administration or any relevant disciplines
10+ years of customer service call center management experience
Experience working in card center is requried
Proven track record of leading and developing high performing customer service teams
Excellent communication, problem solving and decision making skills
Strong analytical and data driven mindset, with the ability to interpret and leverage call center metrics
Familiarity with credit card industry regulations, policies and best practices
Proficient in Cantonese, Mandarin and English in required

Interested parties, please apply directly with your most updated resume including your latest and expected salary package. Feel free to reach out to doris.wan@randstad.com.hk if you have any questions.

about the company.
Our client is a leading financial services company that specializes in financial and credit solutions to individuals and businesses. The company is one of the most trusted names in the industry, offering a wide range of products and services designed to meet the diverse needs of the clients. To cope with its local expansions, they are currently looking for a Associate Customer Service Director to join and ensure great customer experience.

about the job.

Overall the daily operations of the credit card call center, ensuring efficient and effective customer service delivery
Manage a team of customer service representatives, including hiring, training, performance management and development
Develop and implement strategies to enhance the customer experience, reduce call wait times, and improve first-call resolution rates
Analyze call center metrics and customer feedback to identify ares of improvement and implement data driven solutions
Collaborate with other departments, such as the credit, operations and IT teams, to address customer inquiries and resolve issues
Stay up to date with industry trends, regulatory changes, and best practices in customer service, and adapt the call center's practices accordingly
Manage call center's budget, staffing levels and resource allocation to optimize operational efficiency
Serve as the primary point of contact for customers escalating issues or concerns, and ensure timely and effective resolutions
Foster a positive and customer-centric culture within the call center team

skills & experiences required.

Bachelor degree in Business Administration or any relevant disciplines
10+ years of customer service call center management experience
Experience working in card center is requried
Proven track record of leading and developing high performing customer service teams
Excellent communication, problem solving and decision making skills
Strong analytical and data driven mindset, with the ability to interpret and leverage call center metrics
Familiarity with credit card industry regulations, policies and best practices
Proficient in Cantonese, Mandarin and English in required

experience
12 years
skills
no additional skills required
qualifications
no additional qualifications required
education
Bachelor Degree

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doris wan

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associate customer service director - financial services.

job details

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doris wan

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