JOB SUMMARY
- Lead the team to operate the customer maintenance and profile
- Handle customer inquiries, feedback and complaints
- Provide solution to customer upon request
- Oversee the call centre and provide guidance when problems are found
- Prepare the operating rules and guidelines to call centre staff
- Provide good services in delivering and addressing customer issues
- Act as the coordinator between outsourcing and department. Draft internal department communications
- Design and implement digital marketing initiatives to existing customers to maintain customer base
- Stimulate card activation with promotion program to existing customers
- Work closely with various internal parties and external agencies to formulate campaign strategies
- Ensure processes comply with regulatory requirements and compliance standards
- Oversee various digital marketing campaigns and channels, including advertising performance tracking conversion and user behavior tracking
- Carry on ad hoc projects as required
DUTIES & RESPONSIBILITIES
- Contribute to deliver good services and manage expectation to our customers
- Lead the team to complete the tasks or operation within the pre-set schedule and timeline
- Maintain a good customer base and service level to customers
- Develop, implement and evaluate existing procedure and process to enhance service standard to both internal and external customers
- Achieve business targets of card royalty and spending, card activation through credit cards related features, value propositions, promotions and projects
- Develop, implement and evaluate promotion programs, system enhancement and business plans for set goals and business performances
- Be an active team member, proactively engage internal and external stakeholders to ensure smooth program implementation, as well as to deliver efficient and accurate execution and uplift customer experience
- Manage team budget planning, payment and reconciliation
- Monitor program performance, report and evaluate program result
- Participate in formulation, coordination and implementation of new market strategies and programs to grow the profitability of credit cards Plan to cope with department growth
REQUIREMENTS
- Bachelors degree or above, preferably major in Marketing, Business Admin or relevant disciplines
- Minimum 8 years working experience gained in relevant experience with customer services and marketing. Preferably with Banking experience is an advantage.
- Proficiency in spoken and written English and Chinese (Putonghua and Cantonese)
- Proficient in MS Office
- Self-motivated with good interpersonal and communication skills