Customer Service Supervisor at Goldman Microfinance Bank

Job Description

• Conduct effective on-site management (recording quality monitoring, daily plan follow-up, objection handling, etc.) and training management (service skills, complaint handling skills, invitation skills, etc.) for team members;
• Responsible for promptly handling complaints and emergencies that cannot be effectively resolved by subordinates, promptly reporting to the person in charge of the service center, and submitting written reports afterwards to ensure closed-loop management of all issues:
• Responsible for rationally arranging the schedule and on-duty work of various positions in the department:
• Implement daily management, training, evaluation, selection, and assessment of department employees, and do a good job in echelon building.
• Regularly return visits to customers, solicit their opinions and suggestions, proactively communicate with customers, understand 6. customer dynamic information, summarize, count, and analyze customer opinions, and periodically summarize and report consulting data statistics and analysis to ensure controllable service quality.
• Effectively communicate and implement the company's policies, actively provide feedback on problems, assist in the optimization of the company's various policies, and complete other tasks assigned by superior leaders.

Job Requirements

• Bachelor's Degree or above major in Finance or Management is preferred
• More than 2 years of banking experience, familiar with banking business processes
• 2 years of call customer service management experience, familiar with online service processes, including telephone customer service, email service, etc.
• Have self-motivation and sense of responsibility, and be able to take the initiative to complete tasks assigned by superiors
• Proficient in using MS office.