CCC Customer Relationship Manager - Hang Seng Bank
HSBC
Mong Kok, Hong Kong
Permanent
Full-time
23 days ago
Job descriptionA Career with Hang Seng BankHang 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.Customer Contact CentreHang 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 team asCustomer Relationship ManagerPrincipal 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.Requirements· Degree holder or above in Business Administration, Bilingual Studies or related disciplines· At least 5 years of banking experience in Card and Personal Lending products, with complaint handling role· Minimum 5 years of banking experience with complaint handling role, with exposure in call centre operation, card and personal lending products an advantage· 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 processesIf you would like to explore other opportunities at Hang Seng Hong Kong, please visit for details.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 the HSBC Group. 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.
