Customer Service Manager

4 weeks ago


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

A Career with Excellence

Hang Seng Bank is committed to delivering exceptional service. Our team members are our greatest asset, and we strive to provide a dynamic working environment, excellent career development opportunities, and competitive compensation packages.

Customer Contact Centre

Our Customer Contact Centre has been recognized for its outstanding phone banking services. Our team is dedicated to providing professional support for a wide range of banking products, addressing customers' diverse needs and financial requirements.

Key Responsibilities

Lead and supervise a team to address and resolve customer feedback, including complaints, compliments, suggestions, and special cases in a timely and professional manner.

Collaborate with other departments to conduct case investigations and ensure timely submission of investigation reports.

Provide guidance and support to team members to ensure accurate and consistent handling of customer complaints and comments.

Collect and analyze customer feedback, identify areas for improvement, and take corrective actions with relevant departments.

Participate in ad-hoc projects and assignments as instructed by superiors.

Requirements

Degree holder or above in Business Administration, Bilingual Studies, or related disciplines.

At least 5 years of banking experience in Card and Personal Lending products, with complaint handling role.

Minimum 5 years of banking experience with complaint handling role, with exposure in call centre operation, card and personal lending products an advantage.

Excellent interpersonal, communication, and presentation skills, with analytical mind and problem-solving skills.

Strong leadership, training, and coaching skills, with a customer-service mindset and strong sense of responsibility.

Excellent command of written and spoken English and Chinese is a must.

Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes.

For more information about Hang Seng Hong Kong, please visit our website.

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we're leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group.



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