IT Services Delivery Expert

3 days ago


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

Hang Seng Bank Limited is committed to service excellence and seeks a high-calibre professional to join our department as End User Services Engineer.

About Us

We are a dynamic organization that continually improves our capabilities through innovative technologies, delivering a comprehensive range of products and services in meeting changing customer needs. Our focus is on enhancing customer experience, convenience, and choices across our distribution channels, providing secure and engaging offerings at individual's preference and lifestyle expectation.

Key Responsibilities
  • Manage customer services to deliver exceptional support to our clients.
  • Develop and implement customer service policies and procedures to optimize efficiency and effectiveness.
  • Handle escalated customer inquiries and issues, providing timely and satisfactory resolutions.
  • Manage project management with system requirements and quality of delivery.
  • Monitor key performance indicators (KPIs) to track service levels and identify areas for improvement.
  • 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.
  • Compile and analyze customer feedback to drive product and service improvements.
Requirements
  • Bachelor's degree in Business Administration, Computer Science, or related field.
  • Possess passion and obsession with our customer's needs, successes, and services.
  • Proven experience in a customer service management role within the IT/Financial industry.
  • 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.
  • High level of customer centricity mindset with dedication to deliver exceptional quality services for customers.
  • Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes.


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