Customer Experience Manager
6 days ago
About Us
We're an international bank with a purpose to drive commerce and prosperity through our unique diversity. Our brand promise is to be here for good, achieved by how we each live our valued behaviours.
We value difference and advocate inclusion. Our employees are passionate about making a positive difference for our clients, communities, and each other.
Job Description
We're seeking a Credit Inquiry Specialist to handle all kinds of banking, credit, investment enquiries via phone/ chat/ email channels. You'll work closely with internal stakeholders to resolve customer issues efficiently.
Key Responsibilities
- Handle Escalation Cases: Investigate and resolve complex customer issues in a timely manner.
- Social Media Inbox Management: Monitor and respond to social media inquiries in a professional and timely manner.
- Team Support: Provide guidance and support to new joiners on best practices and procedures.
- Task Management: Manage tasks assigned by the management team and prioritize accordingly.
Required Skills and Qualifications
To succeed in this role, you'll need:
- 3 years' experience in contact center, preferably in the financial services industry.
- Knowledge of retail banking products, especially unsecured lending and investment.
- Customer-centric mindset with a can-do attitude.
- Fluency in English and native Cantonese language skills.
- Basic knowledge of Mac and OS and latest office cloud applications.
What We Offer
We offer a competitive salary and benefits package, including core bank funding for retirement savings, medical and life insurance, time-off, flexible working options, proactive wellbeing support, continuous learning culture, and being part of an inclusive and values-driven organisation.
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