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Customer Relationship Manager
2 months ago
About Hang Seng Bank
Hang Seng Bank is a leading financial institution committed to delivering exceptional service excellence. Our people are our greatest asset, and we strive to create a dynamic working environment that fosters growth, development, and innovation.
Customer Contact Centre
Our Customer Contact Centre has consistently ranked as one of the best phone banking service providers, providing professional services for a wide range of banking products to meet customers' diverse needs.
Job Summary
We are seeking a high-caliber Customer Relationship Manager to join our team. As a key member of our Customer Contact Centre, you will be responsible for leading and supervising a team to address and resolve customer feedback, including complaints, compliments, and suggestions.
Key Responsibilities
- Lead and supervise a team to address and resolve customer feedback in a professional and timely manner.
- Liaise with other departments to conduct case investigations and ensure investigation reports are submitted on time.
- Provide guidance and support to team members to ensure accurate and consistent handling of customer complaints and comments.
- Collect and analyze customer feedback to identify areas for improving operational effectiveness and customer satisfaction.
- 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.
- Good interpersonal, communication, and presentation skills with analytical mind and problem-solving skills.
- Strong leadership with training and coaching skills and possess customer-service mindset with 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.
