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Customer Relations Manager

2 months ago

Hong Kong, Central and Western District, Hong Kong SAR China HSBC Full time

About HSBC Life

HSBC Life is a world-class institution where you can specialize in insurance but enjoy the advantages that come with being part of a leading global international bank. Insurance is about people, and the promises they make. At HSBC Life, we help deliver on these promises by providing a wide variety of life insurance products and services to our clients throughout the Asia-Pacific region.

Our Business

We are a dynamic and innovative workplace, and a world of opportunities to develop your career in a high-profile growing business segment. We empower our team of high-performing individuals to build skills and explore new experiences to realize the full potential of being part of HSBC.

Our Approach

We pursue efficient ways of working, harnessing the latest data and technology solutions to achieve meaningful outcomes for our clients. The protection we offer creates broad and lasting impact, helping clients to be healthier, more productive and more confident in their futures.

Key Responsibilities

  • Handle and resolve customer complaints from various channels strictly in accordance with internal and external requirements and have a strong sense to evaluate all possible risks and report special cases to Senior Management immediately for awareness.
  • Investigate the complaint's root cause, suggest and discuss with relevant stakeholders for remedial action on process improvement in order to accelerate customer experience.
  • Liaise with internal and external parties for thorough investigation of the complaints, propose resolutions to settle complaints and meet assigned complaint KPIs.
  • Conduct service quality assessments and provide training/coaching to monitor and maintain service standard.
  • Support the review of internal complaint handling guideline, and relevant procedures and preparation of management reports/papers.

Requirements

  • Excellent mediation skill, strong analytical skill, problem-solving skills and able to handle complaints independently, efficiently and confidentially.
  • Taking ownership and accountability by resolving complaints urgently, monitor case statuses daily, and escalate issues promptly when required; avoid delays in investigations and follow-ups by identifying bottlenecks and addressing them promptly.
  • Maintaining a 'Can-Do' Attitude and meet tight timeline with matured attitude.
  • Attention to details, avoiding careless mistakes to ensure accuracy in all outputs to prevent any careless errors.
  • Strong presentation and interpersonal skills.
  • Mature and able to work under pressure.
  • Logical thinker, aiming to solve tasks and conflicts in a respectful and harmonious manner.
  • Resilient, open-minded with high level of independency.
  • Confidence to interact with varying levels of seniority.