Senior/Customer Care Manager

6 days ago


Central And Western District, Hong Kong SAR China Bank of China Full time
Senior/Customer Care Manager

Job No.:

495916Employment Type:

Full timeDepartments:

Personal Banking and Wealth Management DepartmentJob Functions:

Bank Operations, Customer Services, Quality AssuranceResponsibilities:

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;For Senior Manager role, 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;Less experience will also be considered for Manager 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.

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  • Central And Western District, Hong Kong SAR China Bank Of China Full time

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