Hong KongWhat you’ll be doing
- Handle complicated customer enquiries and resolve complaints
- Prepare call performance MIS report to monitor the performance and the effectiveness of customer center against the defined servicing index
- Continuously review/design customer script, FAQ to support new product/services launch
- Plan and deploy resources to address ad-hoc or seasonal traffic trends to keep the services up to standard
- Provide regular team coaching and training to uphold the staff’s competence and capability in carrying out their duties
- Acts as Complaint officer of the Virtual Bank for contact by HKMA/SFC in relation to customer complaint or complaint handling
- Participate in projects on new process/service development, automation of new process and system enhancement/UAT to improve operational efficiency
Who we think you are
- Degree holder in Business Administration or equivalent disciplines
- Minimum 15 years’ experience in banking and customer services industry with at least 5 years at supervisory level
- Sound knowledge of HKMA regulatory requirements
- Excellent skills in communication and handling customer complaints
- Customer and service oriented with proactive and positive manner
- Willing to work shifts on weekends and public holidays
- Good verbal and written English and Chinese (including Cantonese and Mandarin)
