Senior/Customer Care Manager

Bank of China (Hong Kong) Limited

Job No.: 495916
Employment Type: Full time
Departments: Personal Banking and Wealth Management Department
Job Functions: Bank Operations, Customer Services, Quality Assurance

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;
  • For Senior Manager role, 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;
  • Less experience will also be considered as Manager 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.
更多工作資料
薪酬 薪金面議
工種
  • 銀行 ‧ 金融服務 - 訂單處理 · 運作 · 結算
  • 銀行 ‧ 金融服務 - 顧客服務 · 關係管理
  • 銀行 ‧ 金融服務 - 一般 · 其他
僱用形式
  • 全職
  • 長期
教育程度
  • 學士

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