Senior/Customer Care Manager

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 tu

Bank Of China (Hong Kong) Limited - Hong Kong - Full time

Salary: Competitive

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;
  • 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;
  • 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.
Apply
20906666

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