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Job ref no.: 494994
Bank of China (Hong Kong) Limited

Senior Customer Care Manager (Customer Relations)

Bank of China (Hong Kong) Limited

Benefits
  • 5-day week
  • Birthday leave
  • Compassionate leave
  • Competitive pay
  • Dental plan
  • Discretionary bonus
  • Education subsidies
  • Extra maternity leave
  • Extra paternity leave
  • Family medical plan
  • Housing allowance
  • Insurance plan
  • Marriage leave
  • Medical plan
  • … + 8 more

Job No.: 494994
Employment Type: Full time
Departments: Personal Banking and Wealth Management Department
Job Functions: Customer Service, Quality Assurance, Compliance

Responsibilities

  • Handle customer feedback and complaints via various channels including customer feedback hotline, written channels, referral from internal units and external public bodies
  • Offer guidance and advice to junior staff and other frontline staff on resolving customer complaints
  • Propose resolutions and ensure formulations are in line with the overall business strategic goals, particularly optimize the retention of existing customers
  • Analyze customer opinions and complaints, identify areas for enhancing service quality, and prepare reports and recommendations, on the regulated business activities accordingly
  • Liaise with various internal and external entities for handling complaints in both of routine and regulatory issues, to enforce and monitor resolving actions are in compliance with policies and procedures
  • Monitor service level of customer feedback hotline

Requirements

  • Degree holder with major in Business Administration, Finance or related disciplines, with professional qualifications in Mediation is preferable
  • At least 7 years working experience in banking or financial industry with 3 years experience in Complaint Handling or Customer Service Management
  • Sound knowledge of Banking Products
  • Proven negotiation, analytical skill and problem solving technique
  • Self-motivated, mature, patient and to be a good team player with strong common sense and able to work under pressure
  • Proficiency in PC applications in MS Office and Chinese word-processing
  • Excellent interpersonal and communications skills with good command of English and Chinese in both spoken and written; proficiency in Putonghua would be a definite advantage

We offer competitive remuneration package and comprehensive fringe benefits including medical and life insurance, and different types of allowances to the right candidate. Interested parties, please submit your application online. For details, please visit our website http://www.bochk.com

To apply: http://careers.pageuppeople.com/798/cw/en/job/494994?lApplicationSubSourceID=11232

Data collected would be used for recruitment purposes only. It might also be disclosed to our subsidiaries or Associated Companies to process the information for appointment. Applicants who do not hear from us within 8 weeks may consider their application unsuccessful and their data will be destroyed within 12 months of receipt.
 

More job information
Job ref no. 494994 (CT3118372-01#0311)
Salary
  • N/A
Job Function
Industry
Location
  • Tai Kok Tsui
Employment Term
  • Full-time
Experience
  • 7 years - 12 years
Career Level
  • Middle management level
Education
  • Degree