Assistant Manager
HSBC Group
Hong Kong, China


A Career with Hang Seng Bank

Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-

in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.

Assistant Manager, Customer Contact Centre (Customer Relationship)

Channels Management - Customer Contact Centre

Hang Seng's Customer Contact Centre has been ranked one of the best phone banking service providers for consecutive years.

Our team strives to provide professional services for a wide range of banking products to address customers' different services and financial needs.

We are currently seeking high caliber professionals to join our department as Assistant Manager, Customer Contact Centre (Customer Relationship).

Principal responsibilities

  • To assist the Customer Relationship Section to plan, execute and monitor the quality service and activities
  • Drive the investigation of all customer complaints, to facilitate resolution as well as implementation of corrective and preventive actions
  • Promote quality assurance best practice, organize quality assurance training, and drive continuous improvement in quality assurance
  • Analysis, recommend and implement initiative related quality service for continual improvement in its operation and effectiveness
  • Liaise with various internal and external entities for handling complaints in both of routine and regulatory issues, in compliance with policies and procedures
  • Other ad-hoc tasks as assigned by line manager
  • Requirements

  • University degree in Business Administration or a related discipline
  • Minimum 5 years' customer service experience, with exposure to hotline services is an advantage
  • Good knowledge in both General Banking and Card products are preferred
  • Good communication, interpersonal and analytical skills, with ability to work under pressure
  • Proficiency in both English and Chinese, with fluency in Putonghua is an advantage
  • Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes
  • 申請
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