Senior/Customer Care Manager

Responsibilities:

Handle customer complaints and feedback from various means strictly in accordance with internal & external regulatory requirements and report special cases to management immediately;
Liaise with relevant parties for thorough investigation of complaints & root cause analysis and reply customers in a timely manner;
Propose resolutions to complaints and ensure they can minimize the Bank's reputational risk as well as in line with the overall business strategies, aiming to turn customer complaints into compliments;
Review customer complaints/feedback and internal workflows/procedures to identify service gaps. Recommend feasible/practical service and system enhancement to meet/exceed customer expectations, thus, increase customer satisfaction and loyalty;
Conduct service quality assessments to monitor internal service standard. Provide training/coaching to ensure members compliance with internal & external regulatory requirements and achievement of service excellence & KPI;
Prepare periodic management reports.

Requirements:

University graduate in translation/business discipline;
Minimum 7 years of working experience in financial institution (preferably in banking industry), by which at least 5 years hands on experience in complaint handling with 3 years in supervisory role;
Positive thinking, strong initiative, result-oriented and willing to embrace challenges;
Customer-centric and innovative;
Excellent mediation, analytical, problem-solving skills and able to handle complaints independently;
Strong presentation and interpersonal skills;
Good command of verbal and written English and Chinese. Proficient in Putonghua would be an advantage;
Proficient in common PC applications, such as MS Word, Excel and PowerPoint, etc.

Référence 495916

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