Customer Care Manager (Customer Relations)

  • Competitive
  • Hong Kong
  • Permanent, Full time
  • Bank Of China (Hong Kong) Limited
  • 21 Nov 17 2017-11-21

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 3-5 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