If you’re looking for a career where you can make a real impression, join the bank and discover how valued you’ll be.
Whether you want a career that could take you to the top, or simply take you in an exciting new direction, the bank offers opportunities, support and rewards that will take you further.
Customer Contact Centre
the bank'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 team as Customer Care Manager, reporting to Head of Strategic Operations Management
Principal responsibilities
Lead and supervise a team to address and resolve customer feedback, including but not limited to complaints, compliments, suggestions, and other special cases in a professional and timely manner
Liaise with other departments to conduct case investigations and ensure the investigation reports are submitted on time
Provide guidance and support to all team members to ensure accurate and consistent handling of customer complaints and comments
Collect and analyze customer feedback; identify areas for improving operational effectiveness and customer satisfaction, and take remedial actions with the relevant departments
Participate in ad-hoc projects and assignments as instructed by the superiors.
Experience: Director level
Connect with an insider to learn more about this role (team culture, interview focus, and how to stand out).
Requirements
Degree holder or above in Business Administration, Bilingual Studies or related disciplines
Proven banking experience in team management and complaint handling role and exposure in call centre operation
Good interpersonal, communication and presentation skills with analytical mind and problem-solving skills
Strong leadership with training and coaching skills and possess customer-service mindset with strong sense of responsibility
Excellent command of written and spoken English and Chinese is a must
Great Sense of ownership and servicing mindset to ensure efficient and effective customer service processes
