Job Responsibilities - Manage and resolve customer complaints in a timely and professional manner
- Communicate effectively with customers to address concerns and provide appropriate solutions
- Handle escalated complaints with sensivity and empathy
- Conduct thorough investigations into complaints, gathering relevant information and evidence
- Collaborate with different departments or teams to resolve issues effectively and to prevent recurring issues
- Generate reports on complaint resolution metrics for management review
- Ensure compliance with industry regulations and company policies
- Stay updated on industry best practices and regulations related to complaint handling
- Assist in training employees on complaint management processes
- Contribute to a positive team environment through collaboration and support
- Perform other duties as assigned
Job Requirements - Bachelor degree or abpve
- Minimum 4 years experience in complaints handling or customer service roles within the banking or financial industry
- Good knowledge of banking products, services and regulations
- Excellent communication and interpersonal skills
- Detail-oriented with strong analytical and problem solving abilities
- Ability to work independently and as part of a team
- Good command of written and spoken Chinese and English
To Apply Please submit your resume to hrd@icbcasia.com .