Job Responsibilities:

• Be a team leader and manage a team of service representatives who respond to customer

• inquiries via retail telephone calls.

• Ensure service standards are established and attained.

• Respond to and resolve escalated issues.

• Monitor and analyze service activity data, and utilize figures and findings to develop training and service improvement programs.

• Coach team members on best practices for responding to inquiries.

• Manage subordinate staff in the day-to-day performance of their jobs.

• Perform any other job duties assigned by senior management.

Job Requirements:

• Bachelor’s degree or above in any discipline.

• Minimum of 2 years of customer service experience in the banking industry, with a focus on SME customer service.

• Typing speed of 40-50 words per minute or above in Chinese.

• Excellent communication skills: ability to organize and express thoughts clearly and communicate effectively with subordinates and customers.

• Strong problem-solving ability: capability to analyze and provide solutions.

• Ability to handle work pressure and stress effectively.

• Customer-centric service awareness: provide high-quality services and ensure customer

• satisfaction.

• Proficient in basic computer operations and the use of MS Office (Word, Excel, PowerPoint).

• Proficiency in both written and spoken English, Chinese, and Mandarin.