Assistant Customer Care Manager - Hang Seng Bank (HK)

Some careers have more impact than others. 
If you’re looking for a career where you can make a real impression, join Hang Seng and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, Hang Seng offers opportunities, support and rewards that will take you further.

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 department as Assistant Customer Care Manager, reporting to Customer Care Manager

Principal Responsibilities

• Liaise with internal counterparts to resolve operational issues and customer complaints
• Liaise with other departments to conduct case investigations and ensure the investigation reports are submitted on time
• Identify areas for improving operational effectiveness and customer satisfaction, and take remedial actions with the relevant departments
• Act as a role model for delivering “Superior Customer Service” using their ability to build long term trust and develop relationships with our customers to raise our reputation, drive recommendations and deliver future growth
• Participate in ad-hoc projects and assignments as instructed by the superiors

Requirements

• University Degree / Diploma in related discipline with relevant experience and professional qualifications
• Proven banking experience in General Banking, Card and Personal Lending products, with customer service experience and complaint handling role
• Understanding of both General Banking and Card products preferred
• Good interpersonal, communication and presentation skills with analytical mind and problem-solving skills
• Consistently achieved objectives set for them and taken action to improve their own performance.
• 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
• Proficiency in Computer Systems including Microsoft Word and Excel

(Candidates with less experience will be considered for the position of Customer Care Officer)