End User Services Specialist

7 days ago


Hong Kong, Central and Western District, Hong Kong SAR China Hang Seng Bank Limited Full time
About Hang Seng Bank Limited

Hang Seng Bank Limited is a leading financial institution in Hong Kong, committed to delivering exceptional service excellence to its customers. Our people are our most valuable asset, and we strive to create a dynamic working environment that fosters innovation, collaboration, and growth.

Job Description

Job Summary

We are seeking a highly skilled End User Services Specialist to join our team. As a key member of our IT department, you will be responsible for delivering exceptional customer support and services to our clients.

Key Responsibilities

  • Customer Service Management
    • Manage customer services to deliver exceptional support to our clients.
    • Develop and implement customer service policies and procedures to optimize efficiency and effectiveness.
  • Issue Resolution
    • Handle escalated customer inquiries and issues, providing timely and satisfactory resolutions.
  • Project Management
    • Manage project management with system requirements and quality of delivery.
  • Performance Monitoring
    • Monitor key performance indicators (KPIs) to track service levels and identify areas for improvement.
  • Collaboration and Communication
    • Collaborate with cross-functional teams to enhance the overall customer experience.
    • Conduct regular check-ins and strategic reviews with clients to gather feedback and align services with their evolving requirements.
  • Quality Improvement
    • Compile and analyze customer feedback to drive product and service improvements.

Requirements

  • Education
    • Bachelor's degree in Business Administration, Computer Science, or related field.
  • Experience
    • Proven experience in a customer service management role within the IT/Financial industry.
  • Skills
    • Strong presentational skills with the ability to motivate and develop a high-performing team.
    • Excellent interpersonal and communication skills.
    • Customer-centric approach with a passion for delivering exceptional services.
    • Fluency in English, Chinese, and Cantonese, both written and spoken.


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