Assistant Customer Care Manager Wealth and Personal Banking
eTeam APAC
Hong Kong, HK
6天前

Job Description

  • Handle customer complaints and written enquiries received via different sources independently and review verbally resolved complaints in accordance with documented procedures within standard turnaround time with high quality output
  • Being the central point in liaising with all external and internal related parties in complaint handling and communicate with complainants, both in written or verbal, to resolve the complaint properly so as to minimize the reputation risk of the company.
  • Reports to the Customer Care Manager to ensure all complaints have been sufficiently investigated, analysed and escalated where necessary
  • Conduct thorough investigation independently and identify the root cause and review the effectiveness of preventive measures and provide recommendations for business improvements where appropriate
  • Monitor and follow up action items with relevant parties to ensure timely implementation
  • Keep monitoring the progress of the investigation of the complaint in order to catch up the service turnaround time
  • Assist in arranging and providing training and sharing sessions to relevant parties to uphold complaints handling skills
  • Requirements

  • Degree holder preferable in Business / Communication / or related disciplines
  • Minimum 2 years' solid experience in customer services related industry; Strong MPF / pension knowledge is an advantage
  • Good communication skills, professional telephone manner and complaint handling skills are essential
  • Strong sense of responsibility with good problem-solving skills
  • Customer-focus, open-minded, flexible, logical and systematic thinking with positive working attitude
  • Strong interpersonal and communication skills, capable to attend to details
  • Capacity to multi-task, manage time effectively and work independently under pressure to fulfill assigned tasks by the timeline
  • Demonstrate strong sense of risk and control
  • Excellent command in spoken and written English and Chinese (including Mandarin)
  • Proficient in MS Office
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