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Senior/Customer Care Manager

職位編號: 495916
聘用性質: 全職
部門: 個人金融及財富管理部
工作類別: 營運, 客戶服務, 質量監控

Responsibilities:

  • Handle customer complaints and feedback from various means strictly in accordance with internal & external regulatory requirements and report special cases to management immediately;
  • Liaise with relevant parties for thorough investigation of complaints & root cause analysis and reply customers in a timely manner;
  • Propose resolutions to complaints and ensure they can minimize the Bank’s reputational risk as well as in line with the overall business strategies, aiming to turn customer complaints into compliments;
  • Review customer complaints/feedback and internal workflows/procedures to identify service gaps. Recommend feasible/practical service and system enhancement to meet/exceed customer expectations, thus, increase customer satisfaction and loyalty;
  • Conduct service quality assessments to monitor internal service standard. Provide training/coaching to ensure members compliance with internal & external regulatory requirements and achievement of service excellence & KPI;
  • Prepare periodic management reports.

Requirements:

  • University graduate in translation/business discipline;
  • Minimum 7 years of working experience in financial institution (preferably in banking industry), by which at least 5 years hands on experience in complaint handling with 3 years in supervisory role;
  • Positive thinking, strong initiative, result-oriented and willing to embrace challenges;
  • Customer-centric and innovative;
  • Excellent mediation, analytical, problem-solving skills and able to handle complaints independently;
  • Strong presentation and interpersonal skills;
  • Good command of verbal and written English and Chinese. Proficient in Putonghua would be an advantage;
  • Proficient in common PC applications, such as MS Word, Excel and PowerPoint, etc.

 

 
 
 

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