Senior Customer Care Manager (Customer Relations) Senior Customer Care Manager (Customer Relations) …

Bank Of China (Hong Kong) Limited
in Hong Kong, Hong Kong, Hong Kong
Permanent, Full time
Last application, 06 Aug 20
Competitive
Bank Of China (Hong Kong) Limited
in Hong Kong, Hong Kong, Hong Kong
Permanent, Full time
Last application, 06 Aug 20
Competitive
Senior Customer Care Manager (Customer Relations)
Responsibilities
  • Handle customer feedback and complaints via various channels including customer feedback hotline, written channels, referral from internal units and external public bodies
  • Offer guidance and advice to junior staff and other frontline staff on resolving customer complaints
  • Propose resolutions and ensure formulations are in line with the overall business strategic goals, particularly optimize the retention of existing customers
  • Analyze customer opinions and complaints, identify areas for enhancing service quality, and prepare reports and recommendations, on the regulated business activities accordingly
  • Liaise with various internal and external entities for handling complaints in both of routine and regulatory issues, to enforce and monitor resolving actions are in compliance with policies and procedures
  • Monitor service level of customer feedback hotline
Requirements
  • Degree holder with major in Business Administration, Finance or related disciplines, with professional qualifications in Mediation is preferable
  • At least 7 years working experience in banking or financial industry with 3 years experience in Complaint Handling or Customer Service Management
  • Sound knowledge of Banking Products
  • Proven negotiation, analytical skill and problem solving technique
  • Self-motivated, mature, patient and to be a good team player with strong common sense and able to work under pressure
  • Proficiency in PC applications in MS Office and Chinese word-processing
  • Excellent interpersonal and communications skills with good command of English and Chinese in both spoken and written; proficiency in Putonghua would be a definite advantage

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