Assistant Manager, Contact Center at Oversea Chinese Banking Corp

, Hong Kong, China -

Full Time

Start Date

Immediate

Expiry Date

22 May, 26

Salary

0.0

Posted On

21 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Contact Centre Operations, Communication Skills, Customer Focus, Complaint Resolution, Performance Metrics, Call Handling Time, Customer Satisfaction Scores, Process Improvement, MS Office, Chinese Word Processing, Voice Channels, Chat Channels, Cantonese, Putonghua, Reliability

Industry

Banking

Description

WHO WE ARE: As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here. We are seeking a motivated and experienced Contact Centre Assistant Manager with at least 2 years of experience in customer service field. The ideal candidate will possess excellent communication skills, a strong customer focus, and the ability to handle a variety of customer inquiries efficiently. Main Responsibilities: Respond to customer inquiries via phone, email, and chat in a professional manner under shift basis. Resolve customer complaints and issues effectively, ensuring a positive customer experience. Meet or exceed individual and team performance metrics, including call handling time and customer satisfaction scores. Collaborate with team members and other departments to address customer needs and improve service delivery. Identify opportunities for process improvements and provide feedback to management. Adhere to company policies and procedures, ensuring compliance with industry regulations. Requirements At least 2 years of Contact Centre in banking or finance industry Proficient in MS Office applications including Chinese word processing. Knowledge of voice, chat and other non-voice channels. Excellent communication and writing skills in English, Cantonese and Putonghua. Attentive, accurate and reliable, efficient processor Able to understand and address customer concerns Self-motivated and able to work under pressure. Good team player HKSI Type 1 RA is preferred What we offer: Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers. Let’s build the bank we need for the future we want. Find the best version of yourself in a friendly, supportive team. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. As the longest established Singapore bank, formed in 1932 from the merger of three local banks, we have grown from strength to strength to become a regional financial services group. With a deep history in Asia, we offer the most comprehensive coverage across ASEAN and Greater China, complemented with a presence in the leading economies of New York, London and Sydney. We are the second largest financial services group in Southeast Asia by assets with one of the world’s highest credit rating (Aa1 by Moody’s and AA- by both Fitch and S&P). We offer private banking services through our wholly-owned subsidiary, Bank of Singapore, which operates on a unique open-architecture product platform to source for the best-in-class products to meet its clients’ goals. Our insurance subsidiary, Great Eastern Holdings, is the oldest and most established life insurance group in Singapore and Malaysia.

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Responsibilities

The Assistant Manager will be responsible for professionally responding to customer inquiries across phone, email, and chat channels while adhering to shift schedules. Key duties include effectively resolving customer issues, meeting performance metrics like call handling time and satisfaction scores, and collaborating across departments to enhance service delivery.