Job ref no.: 18006601
American Express

Team Leader, Service Recovery Team

American Express

  • 5-day week
  • 13-month pay
  • Compassionate leave
  • Competitive pay
  • Extra maternity leave
  • Extra paternity leave
  • Insurance plan
  • Marriage leave
  • Medical plan
  • Year-end bonus
  • … + 4 more

Job Description
The real deal on American Express

Talk to our people and you’ll find out what we’re really all about.  Open, creative, risk-taking, collaborative and innovative are just some of the expressions you’ll hear. It’s our culture that makes American Express an outstanding place to work. So if you’re ready to take on a challenge and make an impact, you owe it to yourself to launch or grow your career at here.

Not just what you can expect, what you can count on.

  • To lead the Service Resolution Team (SRT) in resolving Cardmembers’ complaints promptly and regain Cardmembers’ loyalty to the brand.
  • To be the focal point of contact for all Regulatory and Executive Office’s complaints, ensuring timely follow up, closure, root cause identification and permanent defect eradication.
  • To provide management reporting on escalation data, and VoCM data for senior management’s review.
  • To liaise closely with internal parties during the investigation process.
  • To maintain the high standards of productivity and to give prompt and accurate information towards customer satisfaction and within the service standard set.
  • To develop and implement strategies to improve management of communication and correspondences with Cardmembers.
  • To be the escalation point for difficult / complaint referral cases as well as to provide suggestions and recommendations for improvement action plans.
  • To resolve any difficult customer satisfaction issues directly with Cardmembers (on the phone, or in writing).
  • To develop service strategies for Service Recovery to reduce complaints and close the gaps within the operations level.
  • To turn complaints into compliments and salvage customer from attrition.
  • Preparation of Monthly Management Report on complaints received for the month and lead the Voice of Customer review with business & other support groups (GCSG, MCO, GCO, Risk etc)
  • Maintain a satisfactory Audit Report for the team.
  • Other customer servicing duties and ad hoc project(s) if required.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
American Express has been awarded and recognised “Aon Hewitt Best Employer for Women 2017" and “Best Employer Hong Kong" seven consecutive times. Join us and you’ll soon see why.

Are you up for the challenge?

  • Language proficiency – Cantonese & English is a must, other language will be an advantage.
  • Experienced customer service professional with broad exposure in end to end Cardmember servicing process.
  • Strong leadership with ability to work with people at different levels to drive business results. Prior experience in people leadership is a must.
  • Excellent communication and people skills, able to interact with internal and external stakeholders.
  • Good analytical skill with creativity to come up with different customer solutions.
  • Flexible, reliable and dynamic personality.
  • Over 10 years customer servicing experience preferably with front line Cardmember servicing exposure.

More job information
Job ref no. 18006601 (CT3115764-01#0002)
  • N/A
Job Function
  • Taikoo Shing
Employment Term
  • Full-time
  • 8 years - 15 years
Career Level
  • Middle management level
  • F.5- F.7 or DSE
  • Diploma or equivalent
  • Asso. Deg or High Dip
  • Degree
  • Master's degree