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).
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
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