Airstar Bank Limited, a jointly established entity between Xiaomi Corporation and AMTD Group, is a virtual bank licensed by the Hong Kong Monetary Authority.

Job Responsibilities

To coach, monitor and manage the customer service officers in the handling of customer enquiries and requests via various service channels, including hotline, email and any other electronic means.

To plan the distribution of customer requests and manage the manpower resources allocation accordingly to achieve the service quality and productivity requirements.

To monitor the quality of services delivered via various channels and take initiatives for the continuous improvement.

To manage the handling of customer feedbacks and customer complaints to ensure customer satisfaction.

To coordinate the launch of new products and services with the development of the concerned processes and materials, including the handling procedures, call scripts and training materials.

To report the customer services performance on a regular basis and suggest for actions for improvement

Job Requirements

University graduate, preferably with major in business or finance

Minimum 5 years' experience in contact centre, preferably in banking, insurance and telecom industries (Candidates with lesser experience will be posted as Senior Customer Services Officer)

Excellent communication skills, good leadership and people-oriented

Responsible, with self-initiative and able to work independently under pressure.

Excellence in writing and speaking English, Cantonese and Mandarin

Proficiency in MS Word, Excel and Power Point

Full-time