Customer Experience Specialist

5 days ago

Hong Kong, Central and Western District, Hong Kong SAR China The Bank of East Asia Full time
Job Title: Customer Experience Specialist

At The Bank of East Asia, we are committed to delivering exceptional customer experiences that exceed our customers' expectations. As a Customer Experience Specialist, you will play a key role in implementing customer experience initiatives and programs that promote our service-oriented culture and enhance our customer interface.

Key Responsibilities:
  • Assist in the development and execution of customer experience initiatives and programs to drive continuous service improvements in our branch network.
  • Coordinate with branches and other departments to ensure effective program implementation.
  • Participate in periodic and ad hoc projects related to customer experience and service quality, training, and administration.
  • Liaise with team members and relevant parties to carry out projects and assignments.
  • Compile and maintain customer experience-related data and records for tracking and monitoring service performance.
  • Support the communication channel (BDSD Broadcast) to ensure good customer service and sound product knowledge are offered.
  • Ensure all procedures are in compliance with bank policies, rules, guidelines, and regulatory requirements.
Requirements:
  • Post-secondary education or above.
  • Minimum 3 years of relevant working experience in banking, quality service assurance, customer service, or related fields.
  • Sound knowledge of customer experience, service quality, and customer feedback measurement issues.
  • Good communication and interpersonal skills.
  • Strong sense of responsibility, independence, and organization.
  • Conversant with MS Office applications.
  • Good command of both spoken and written English and Chinese.

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