Client Service Team Leader

Job Duties

Plan & Goal

In accordance with the company’s business direction and development needs, be responsible for helping the manager to formulate work goals and supervise and control the achievement of goals

Coordinate

Follow manager’s instructions and communicate and coordinate with other relevant departments of the company to ensure the smooth and orderly work of the customer service team

Supervision

1. Supervise the department’s work processes and implementation of specifications
2. Identify and make sure that problems can be solved in a timely manner
3. Ensure the team’s service quality
4. Plan and improve work directions to improve work efficiency and results if required.

Meeting & Report

1. Regularly communicate and share within the team
2. Summarize work outcome
3. Collaborate with manager to build the team

Work Authority

1. Discuss and make suggestions on internal work management systems and processes;
2. Access to internal documents and information;
3. Supervise and make suggestions for the arrangement and inspection of department work;
4. Make recommendations on the hiring, transfer, promotion, and dismissal of subordinate employees;
5. Assess and evaluate subordinate employees;
6. Review and approve requests and leave for subordinate employees within the authority.

Job Requirement

Basic Requirements

1. Have communication skills and adaptability, be able to handle emergencies, have professionalism and sense of responsibility, and be able to withstand work pressure;
2. Be familiar with the management processes and customer service system, and have problem analysis capabilities, basic employee training capabilities and data analysis capabilities;
3. Good at cooperating & team leadership.

Education Background

1. Bachelor degree or above
2. English or Finance related majors required
3. Be familiar with mortgage & post-settlement enquiries

Working Experience

More than 3 years of working experience in the customer service industry, more than 1 year of experience in customer service team management