We are seeking an experienced and dedicated Technical Account Manager to lead the team of customer service specialists for our client. The ideal candidate will have strong banking knowledge, exceptional communication skills, and a proven track record in managing customer service operations.

If you are passionate about delivering exceptional customer service and have the skills to lead a team in a fast-paced banking environment, we encourage you to apply today!

Responsibilities:

• Recruit, train, and provide ongoing support to customer service specialists in their roles.
• Monitor and evaluate the performance of customer service specialists using metrics such as first-call resolution, service satisfaction, call pick-up rates, and response quality.
• Act as the first point of escalation for issues and queries raised by customer service specialists.
• Serve as the Level 2 escalation point for customer complaints, ensuring timely and effective resolution.
• Identify operational challenges and recommend process improvements to enhance efficiency and service quality.
• Prepare reports and metrics while analysing available data to drive informed decision-making.
• Evaluate call centre technologies and maintain high customer service standards.
• Develop and implement operational strategies for the service centre, including capacity planning.
• Ensure the service centre meets its financial objectives.
• Achieve and maintain agreed service levels for the service centre.

Requirements:

• A bachelor’s degree or above in a relevant field.
• A minimum of 5 years of experience in a banking customer service environment, with team leadership or managerial experience.
• Strong knowledge of banking products, services, and operations.
• Exceptional customer service skills, active listening abilities, and strong verbal and written communication skills, along with a professional phone demeanour.
• Strong multitasking abilities, with the capability to prioritize tasks and manage time effectively.
• A customer-focused mindset with adaptability to work with various personality types.
• A proven track record of consistently exceeding performance quotas.
• Familiarity with CRM systems and best practices.
• Fluency in both English and Chinese (written and spoken).