AM - CS & Complaint Handling (1 Year Contract)

Your new company A well-established bank is looking for a highly motivated and customer-focused individual to join the team as an Assistant Manager, specialising in customer service and complaint handling. In this pivotal role, you'll be at the heart of delivering excellent customer service, ensuring all queries and concerns are addressed professionally and effectively. You'll help to maintain their reputation for trust and responsiveness while driving continuous improvement in customer experien

Hays - Hong Kong - Full time

Salary: Competitive

Your new company

  • A well-established bank is looking for a highly motivated and customer-focused individual to join the team as an Assistant Manager, specialising in customer service and complaint handling. In this pivotal role, you'll be at the heart of delivering excellent customer service, ensuring all queries and concerns are addressed professionally and effectively. You'll help to maintain their reputation for trust and responsiveness while driving continuous improvement in customer experience.


Your new role
  • Respond to written and verbal complaints in a timely and empathetic manner.
  • Investigate complaint cases, coordinate with relevant departments, and ensure prompt resolution.
  • Monitor service quality and compliance with regulatory guidelines and internal policies.
  • Provide coaching and support to junior staff to improve handling skills and service efficiency.
  • Analyse trends and generate reports to identify root causes and areas for improvement.
  • Contribute to ongoing service initiatives and enhance complaint prevention measures.


What you'll need to succeed
  • Degree holder in Business Administration, Finance, or related disciplines
  • Minimum 4 years of experience in retail banking, with at least 2 in customer service or complaint resolution
  • Excellent communication skills in English, Cantonese, and Mandarin
  • Strong problem-solving and conflict resolution capabilities
  • Detail-oriented, customer-centric, and able to work under pressure
  • Familiarity with banking regulations and complaint handling procedures


What you need to do now

  • If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call Keith Ho now @22307474. Alternatively, you can also send Keith your CV to keith.ho@hays.com.hk . If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
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