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Customer Relations Manager

4 weeks ago

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

Transforming Customer Experiences

At HSBC, we're committed to delivering exceptional customer experiences that exceed expectations. As a Manager / Senior Manager, Customer Relations, you'll play a critical role in shaping our customer-centric approach and driving business growth.

Key Responsibilities

  • Investigate and resolve customer complaints in a timely and professional manner, ensuring seamless communication with internal and external stakeholders.
  • Collaborate with cross-functional teams to identify process improvements and implement effective solutions to enhance customer satisfaction.
  • Develop and maintain strong relationships with customers, providing personalized support and guidance to meet their evolving needs.
  • Conduct regular service quality assessments and provide coaching to ensure high standards are maintained.
  • Support the development of internal complaint handling guidelines and procedures, ensuring compliance with regulatory requirements.

Requirements

  • Excellent mediation and analytical skills, with the ability to handle complex customer issues independently.
  • Strong communication and interpersonal skills, with the ability to interact effectively with customers and stakeholders at all levels.
  • Maturity and resilience in a fast-paced environment, with a strong focus on delivering results under pressure.
  • Logical thinking and problem-solving skills, with the ability to navigate complex situations and find creative solutions.
  • Confidence and independence, with a strong sense of ownership and accountability.

About HSBC

HSBC is a world-class institution with a rich history of innovation and customer-centricity. As a leader in the insurance industry, we're committed to delivering exceptional products and services that meet the evolving needs of our customers.