Service Quality Manager - Cards & Unsecured Lending

The Bank of East Asia, Limited

Responsibilities

  • To manage customer experience, improving & optimizing customers’ interactions with business.
  • To manage Net Promoter Score within the department, driving relevant teams to address customers’ voice and enhancing customer experience.
  • To handle high impact complaints received from customers or referred by external parties.
  • To prepare replies to customer, ensuring accuracy in content, appropriateness in tone & manner and in line with “Treat Customer Fairly Charter”.
  • To identity root cause of the problems and identify areas for improvement.
  • To comply with all applicable regulations, rules and guidelines set by the regulators and the Bank.
  • To drive Call Centre’s productivity and provide advice to Call Centre agents on case handling.
  • To organize and handle ad hoc tasks/projects as assigned from time to time.

Requirements

  • University graduate, preferably major in English, business, finance or related discipline
  • Minimum 5 years’ experience in customer service in banking sector
  • Hands on experience in handle verbal and written customer complaints with strong decision making
  • Strong interpersonal and able to communicate effectively with internal or external parties
  • Self-motivated, detail-oriented and able to work under pressure and overtime to meet tight project timeline
  • Proficiency in MS Windows and Office
  • Excellent spoken and written English and Chinese, Putonghua proficiency is an advantage

 

更多工作資料
薪酬 N/A
待遇
  • 五天工作週
  • 生日假
  • 膳食津貼
  • 醫療計劃
  • 社交/休閒及運動設施
工種
  • 銀行 · 金融服務 - 顧客服務 · 關係管理
  • 銀行 · 金融服務 - 零售銀行服務
  • 銀行 · 金融服務 - 一般 · 其他
工作地點
  • 中環
僱用形式
  • 全職
教育程度
  • 學士

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