We are currently seeking a high calibre professional to join our team as a Senior Customer Relations Manager.
In this role you will
Handle escalated complaints from various channels via an end-to-end process from complaint classification, review, investigation, resolution recommended to communications with customers concerned.
Resolve customer complaints and build customer loyalty to ensure relationship retention and uphold the Bank integrity and good reputation
Maintain service excellence and effectiveness in interacting with customers in a professional manner including verbal and written communications
Ensure the complaint handling meeting the internal quality and control standards plus regulatory requirements
Leverage AI Technology to optimize the complaint handling process and support the execution of a range of complaint-related tasks.
Collect and report on customer pain points and recommend customer journey enhancements to uplift customer experience and preempt customer complaints
Share best practices of complaint handling with other customers facing colleagues
Undertake speedy actions to minimize impacts of incidents affecting respective daily operations and business activities
Proactively instill the banking group core values and business principles
To be successful you will need
University degree in related discipline or relevant experience
Work experience in financial institutions including good exposure to complaint handling tasks and customer-facing experience
Familiar with retail and wealth management products and services plus and related operations preferred
Customer centric mindset, strong business sense plus positive and sincere work attitude
High degree of personal drive and resilience
Excellent written and verbal communication skills including fluent in English, Cantonese, and Putonghua
The employment is subject to Mandatory Reference Checking Scheme (MRCS) as per regulatory requirement.
For details, please refer to (Mandatory Referenc...
Experience: Entry level
Connect with an insider to learn more about this role (team culture, interview focus, and how to stand out).
Requirements
Leverage AI Technology to optimize the complaint handling process and support the execution of a range of complaint-related tasks.
Collect and report on customer pain points and recommend customer journey enhancements to uplift customer experience and preempt customer complaints
Share best practices of complaint handling with other customers facing colleagues
Undertake speedy actions to minimize impacts of incidents affecting respective daily operations and business activities
Proactively instill HSBC core values and business principles
