VP, Customer Service Operations Manager (Shift)

Key Responsibilities
Handling all kinds of banking, credit, investment enquiries via phone/ chat/ email channels.
Handling social media inbox.
Handle escalation cases with investigation done.
Support training, coaching and share the best practice to new joiners.
Feedback and provide solutions to increase the efficiency within CS team.
Escalate ad hoc incidents and propose appropriate actions to the management team.
Tasks will be assigned per the business needs.

Skills and Experience
Higher Diploma or above.
3 years experience in contact center, preferably gained in the financial services industry & chat team.
Knowledge of the major retail banking products, especially unsecured lending & investment.
Possess customer centric and positive mindset with a can-do attitude.
Native in Cantonese, and fluency in English to handle daily interactions with internal and external stakeholders.
Good at written and spoken Chinese and English.
Willing to work hands-on under a lean organization structure.
Ability to multi-task, prioritize and manage time effectively; remain calm under pressure, especially during peak hours or intense situations.
Basic knowledge of using Mac and OS, and the latest office cloud applications.
Must need to hold a valid Type 1 HKSI license.
Will consider as Customer Care Officer (INV) with less experience.