Responsibilities:

• Lead a team of service representatives to deliver high-quality customer service via Online Chat
• Develop guidelines and procedures to uphold exceptional service standards
• Address customer inquiries and resolve complaints to ensure satisfaction
• Analyze data to create training programs for team members
• Provide coaching on best practices for daily inquiries
• Fulfill additional duties as assigned by supervisor

Qualifications:

• Bachelor’s degree or higher in any field
• Minimum 2 years of SME customer service experience in the banking sector
• Strong problem-solving skills and customer service orientation
• Customer-centric mindset for delivering top-notch services
• Ability to work under pressure and meet deadlines
• Proficiency in MS Office, including Chinese word processing
• Willingness to work on shift duties