Customer Services Manager Quality Assurance - EPSCO
Tsim Sha Tsui, Kowloon, Hong Kong

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we're leveraging our digital capabilities to ensure we can continue to recruit top talent at HSBC.

As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey.

If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

Some careers open more doors than others.

If you're looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Retail Banking and Wealth Management serves millions of customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures.

It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.

We are currently seeking a high caliber professional to join our team as Customer Service Manager Quality Assurance.

Principal responsibilities

  • Manage the Customer Services Quality Assurance Team to achieve excellent service and optimum efficiency
  • Handle merchant and customer enquiries, requests, complaints or suggestions, media enquiries via correspondences, like emails, letters, in a professional, and effective manner
  • Contribute to the development and launch of new product and marketing campaigns
  • Contribute to systems and processes projects that seek to enhance efficiency
  • Develop and maintain effective working relations both internally and externally, like business partners, vendors, strategic merchants
  • Maintain call monitoring policy and procedure, develop tracking tools, and conduct quality assurance activities to ensure service pledges are met
  • Develop customer awareness, deliver up to date information to meet customers' need and to comply with operational requirement
  • Keep track of customer satisfaction, compile statistics, and prepare management reports
  • Analyse customer enquiries and feedback, draw implications on business and service improvement and recommend actions, service delivery and processes
  • Resolve irregularities, operational issues and ensure regulatory, compliance to Group standards, and audit directives are met
  • Requirements

  • Degree holder required
  • Good writing skill in both English and Chinese
  • Experience in banking, credit or debit card merchant acquiring business is an advantage
  • Articulate, is a good team player with excellent interpersonal, presentation, and influencing skills
  • Experience in project management with good time management
  • Strong business acumen and analytical mindset with good problem solving and decision making
  • An ability to work independently and under pressure in a dynamic and challenging work environment
  • Proficiency in using Excel, Word, and Access, PowerPoint
  • Candidate with less experience will be considered as Quality Assurance Officer
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