Job ref no.: CT3130240-01#0052
Hang Seng Bank

Assistant Customer Relationship Manager

Hang Seng Bank

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 team as Assistant Customer Relationship Manager.

Principal responsibilities

  • Liaise with internal counterparts to resolve operational issues and customer complaints
  • Liaise with other departments to conduct case investigations and ensure the investigation reports are submitted on time
  • Identify areas for improving operational effectiveness and customer satisfaction, and take remedial actions with the relevant departments
  • Act as a role model for delivering "Superior Customer Service" using their ability to build long term trust and develop relationships with our customers to raise our reputation, drive recommendations and deliver future growth
  • Participate in ad-hoc projects and assignments as instructed by the superiors



  • University Degree / Diploma in related discipline with relevant experience and professional qualifications
  • At least 2 years of banking experience in General Banking, Car and Personal Lending products with customer service experience and complaint handling role
  • Understanding of both General Banking and Card products preferred
  • Good interpersonal, communication and presentation skills with analytical mind and problem-solving skills
  • Consistently achieved objectives set for them and taken action to improve their own performance
  • Ability to embrace change and overcome challenges
  • Ability to be resilient in face of difficult situations
  • 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 process
  • Proficiency in Computer Systems including Microsoft Word and Excel
  • High level of customer centricity mindset with dedication to deliver exceptional quality services for customers  

All information provided by applicants will be used only for recruitment purposes and will be used strictly in accordance with the Bank's personal data policies, a copy of which may be obtained by the applicant upon request. Unless otherwise instructed in writing by the applicant concerned, applicants may be considered for other suitable positions within the Bank and its related companies. The personal data of unsuccessful job applicants may be retained for a maximum of two years from the date when the job application is rejected and such data may be retained for a longer period if there is a subsisting reason that obliges the Bank to do so, after which the personal data will be destroyed.

More job information
Job ref no. CT3130240-01#0052
Job Function
Employment Term
  • Permanent
  • Full-time
  • 2 years - 7 years
Career Level
  • Middle management level
  • Diploma or equivalent
  • Asso. Deg or High Dip
  • Degree