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Senior/customer Care Manager

Hong Kong, Hong Kong
Last update 2024-07-24
Expires 2024-08-24
ID #2237305741
Free
Senior/customer Care Manager
Hong Kong, Hong Kong,
Modified July 10, 2024

Description

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; For Senior Manager role, 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; Less experience will also be considered as Manager 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 Power Point, etc.

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: Senior/customer care manager

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