Discover your dream Career
For Recruiters

Senior/Customer Care Manager

Bank Of China (Hong Kong) Limited Hong Kong
Posted 5 days ago Permanent Competitive
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;
  • 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 PowerPoint, etc.
Job ID  495916
More Jobs From Bank Of China (Hong Kong) Limited
Bank Of China (Hong Kong) Limited
Manager - Mediator/Complaint Handling
Bank Of China (Hong Kong) Limited
Hong Kong
3 days ago Full time Competitive
Bank Of China (Hong Kong) Limited
Senior Customer Experience Manager
Bank Of China (Hong Kong) Limited
Hong Kong
3 days ago Full time Competitive
Bank Of China (Hong Kong) Limited
Senior Customer Due Diligence Manager
Bank Of China (Hong Kong) Limited
Hong Kong
3 days ago Full time Competitive
Bank Of China (Hong Kong) Limited
Personal Banking Manager - (Contact Centre, Digital Hub)
Bank Of China (Hong Kong) Limited
Hong Kong
4 days ago Full time Competitive
Bank Of China (Hong Kong) Limited
Senior Legal Counsel (Banking / Fintech)
Bank Of China (Hong Kong) Limited
Hong Kong
2 days ago Full time Competitive
Bank Of China (Hong Kong) Limited
(Deputy) Customer Analytics & Data Science Manager (Campaign)
Bank Of China (Hong Kong) Limited
Hong Kong
3 days ago Full time Competitive
Bank Of China (Hong Kong) Limited
(Assistant / Deputy) Customer Services Manager (AML & Client On Boarding , Corporate Banking)
Bank Of China (Hong Kong) Limited
Hong Kong
1 day ago Full time Competitive
Bank Of China (Hong Kong) Limited
Senior Business Strategy Manager (Staff Management and Staff Development)
Bank Of China (Hong Kong) Limited
Hong Kong
18 hours ago Full time Competitive
Bank Of China (Hong Kong) Limited
(Senior) Business Strategy Manager (Branch Network Strategy)
Bank Of China (Hong Kong) Limited
Hong Kong
4 days ago Full time Competitive
Bank Of China (Hong Kong) Limited
(Senior) Business Development Manager
Bank Of China (Hong Kong) Limited
Hong Kong
4 days ago Full time Competitive

Boost your career

Find thousands of job opportunities by signing up to eFinancialCareers today.
Recommended Jobs
AIA International Limited.
Customer Experience, Senior Principal
AIA International Limited.
Hong Kong
Ashford Benjamin Ltd
Asset Management Compliance
Ashford Benjamin Ltd
Hong Kong
Be Myjob Company Limited
Senior Banker – Private Banking
Be Myjob Company Limited
Hong Kong
AIA International Limited.
Company Secretary (Asst Manager Level)
AIA International Limited.
Hong Kong