Senior / Customer Service Officer ( Complaint handling)

Responsibilities:

• To handle inquires and complaints relating to the clients in accordance with internal guidelines
• Liaise with relevant internal department on the provide timely response to verbal and written complaints
• Analyze client’s feedback and root causes of complaints, identify areas for improvement, and prepare reports and recommendations for enhancing service quality and operational effectiveness
• Conduct service quality assessments to monitor internal service standard, provide assistance to front-line staff in handling first-layer complaints
• Propose resolutions to complaints and ensure they are in line with the overall business strategic goals, particularly for optimizing the retention of existing customers
• To carry out any other duties as assigned from time to time by the supervisors

Requirement:

• Bachelor in Business or finance related disciplines
• At least 3 years of Complaint handling experiences, preferably in the financial industry
• Good negotiation, analytical and problem-solving skills, able to handle complaints independently and confidently
• Candidates have more experience will be considered as assistant manager of Complaint Handling
• Good command of verbal and written English and Chinese (including Cantonese and Putonghua)
• Proficient in common PC and MS Office applications

We offer an exciting career opportunity to the successful candidate. Please email your detailed resume with current and expected salary and availability by clicking Apply Now.

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