Customer Care Manager

Customer Contact Centre

Hang Seng's Customer Contact Centre has been ranked one of the best phone banking service providers for consecutive years. Our team strives to provide professional services for a wide range of banking products to address customers' different services and financial needs.

We are currently seeking high caliber professionals to join our team as Customer Care Manager, reporting to Head of Strategic Operations Management

Principal responsibilities

• Lead and supervise a team to address and resolve customer feedback, including but not limited to complaints, compliments, suggestions, and other special cases in a professional and timely manner
• Liaise with other departments to conduct case investigations and ensure the investigation reports are submitted on time 
• Provide guidance and support to all team members to ensure accurate and consistent handling of customer complaints and comments
• Collect and analyze customer feedback; identify areas for improving operational effectiveness and customer satisfaction, and take remedial actions with the relevant departments
• Participate in ad-hoc projects and assignments as instructed by the superiors.

Requirements

• Degree holder or above in Business Administration, Bilingual Studies or related disciplines
• Proven banking experience in Card and Personal Lending products, with complaint handling role and exposure in call centre operation, card and personal lending products an advantage
• Good interpersonal, communication and presentation skills with analytical mind and problem-solving skills
• Strong leadership with training and coaching skills and possess customer-service mindset with strong sense of responsibility
• Excellent command of written and spoken Chinese and English is a must
• Great Sense of ownership and servicing mindset to ensure efficient and effective customer service processes