Customer Experience Specialist

6 days ago


Hong Kong, Central and Western District, Hong Kong SAR China The Bank of East Asia Full time
About The Bank of East Asia

We are a leading financial institution dedicated to providing exceptional customer service and experience.

Job Summary

We are seeking a highly motivated and experienced professional to join our Branch Distribution & Services Department as a Customer Experience Specialist. The successful candidate will be responsible for developing and executing customer experience initiatives and programs to drive continuous service improvements in our branch network.

Key Responsibilities
  • Develop and Execute Customer Experience Initiatives: Collaborate with the team to design and implement customer experience programs that drive continuous service improvements in our branch network.
  • Coordinate with Branches and Departments: Work closely with branches and other departments to facilitate and ensure the effective operation of customer experience programs.
  • Participate in Projects and Initiatives: Participate in periodic and ad-hoc projects related to customer experience, service quality, training, and administration.
  • Compile and Maintain Data: Compile and maintain customer experience-related data and records for tracking and monitoring service performance.
  • Support Communication Channels: Support the communication channel to ensure good customer service, sound product knowledge, and operation knowledge are offered.
Requirements
  • Education: Post-secondary or above.
  • Experience: Minimum 3 years of relevant working experience in banking, quality service assurance, customer service, or related fields.
  • Knowledge and Skills: Sound knowledge of customer experience, service quality, and customer feedback measurement issues; sound knowledge of the bank's products and services; good communication and interpersonal skills; strong sense of responsibility, independent, and well-organized; conversant with MS Office applications; good command of both spoken and written English and Chinese.


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