AVP/ Manager, Customer Care

Responsibilities

• Handle both verbal and written customer feedback & complaint and prepare complaint investigation report in a tactful, timely and professional manner
• Resolve customer complaints in accordance to regulatory requirements and identify root cause(s) for rectification
• Carry out investigations and work closely with relevant parties in resolving disputes and drawing up to replies to customers, regulatory bodies and external parties
• Liaise with relevant business partners to identify service gaps and formulate improvement actions / initiatives to enhance customer experience
• Carry out various service quality projects, monitor Mystery Shopper Program and review the service quality for planning continuous service enhancement
• Analyze the nature and root causes on customer feedback to prepare reports and recommendations to management and related parties

Requirements

• University degree or related disciplines
• Min. 5 years’ experience in complaint handling in banking industry
• Experience on rollout Mystery Shopper Program or any service programs is a must
• Strong banking products knowledge will be an advantage
• Good passion in customer servicing and establishes goals, measurements, and end-to-end process to enhance customer experience
• Self-motivated and be able to work under pressure
• Proficient in Microsoft word, Excel and Powerpoint
• Good negotiation, communication and interProficient in Microsoft word, Excel and Powerpointpersonal skills
• Good command of detection and analytical mind
• Fluent in written and spoken Cantonese and English, good command in Putonghua