Customer Services Manager (Services Management) Customer Services Manager (Services Management) …

Bank Of China (Hong Kong) Limited
in Hong Kong, Hong Kong, Hong Kong
Permanent, Full time
Be the first to apply
Competitive
Bank Of China (Hong Kong) Limited
in Hong Kong, Hong Kong, Hong Kong
Permanent, Full time
Be the first to apply
Competitive
Customer Services Manager (Services Management)
Responsibilities:
  • Coordinate with cross-department counterparts to enhance operation efficiency and customer experience.
  • Work with different stakeholders for root-cause analysis, solution generation, action planning, and result tracking.
  • Set up the governance & structured process with escalation, diagnostics, recommendation, prioritization & tracking of key customer issues.
  • Design and implement customer experience improvement initiatives.
  • Handle emergency incidents and projects independently.
Requirements:
  • Bachelor Degree required.
  • Minimum 5 years' relevant working experience, preferably in banking / credit card business.
  • Experience in consultancy, or customer experience management preferred.
  • Ability to manage complex and competing priorities, conflict management and resolution skills required. Solid experience in managing cross-functional projects expected.
  • Superior consumer insights and understanding on how to meet customers' needs expected.
  • Effective communication, presentation skills to executive management, cross-functional stakeholders and frontline.
Applicants for the above position must be proficient in spoken and written Chinese (including Mandarin) and English, and be competent in MS Office applications


Close
Loading...