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Job ref no.: CT3129206-01#0163
BCT Financial Limited

Vice President – Customer Care Team

BCT Financial Limited

About this company

Key Responsibilities

  • Keep abreast of customer service market trend, capture voices of customers and conduct root cause analysis
  • Assist in formulating strategic initiatives that add value to customer experience and improve operational efficiency and organizational effectiveness
  • Conduct service quality assessments to monitor internal service standard. Provide training / coaching sessions to ensure compliance with internal guidelines/ regulatory standard and achievement of service excellence
  • Handle customer complaints / feedback and review internal workflows / procedures to identify service gaps. Recommend feasible / practical systems and service enhancement to meet / exceed customer expectations, thus, increase customer satisfaction, loyalty and advocacy
  • Lead and drive customer experience related projects

Requirements

  • University graduate in business discipline
  • Minimum 10 years of working experience in pension / financial industry
  • Strong customer service experience, with at least 5 years of experience in a coaching / supervisory role
  • Good understanding of MPF & ORSO is a must
  • Passed MPF Intermediaries Examination and with SFC Licensed Representative qualification is a definite advantage
  • Sophisticated in service quality assurance, customer experience management and project management is an advantage
  • Strong initiative, positive thinking with excellent service mindset, innovative mind, problem-solving and interpersonal skills
  • Strong presentation skills with excellent verbal and written communication skills in English and Chinese. Fluency in Putonghua is an advantage.
  • Proficiency in PC skills such as Visco and MS excel
  • Candidate with more experience will be considered as FVP, Customer Experience
     

Remuneration will be commensurate with qualification and experience. Please send your application with detailed resume indicating both present and expected salary and date of availability to the Human Resources Manager via email:  [via CTgoodjobs Apply Now ]  , by fax to 2314 3984 or mail to 18/F Cosco Tower, 183 Queen's Road Central, Hong Kong.

(Personal data collected will be used for recruitment purpose only and will be kept strictly confidential)

More job information
Job ref no. CT3129206-01#0163
Salary
Job Function
Industry
Location
  • Central
  • Western District
Employment Term
  • Permanent
  • Full-time
Experience
  • 10 years - 15 years
Career Level
  • Senior management level
Education
  • Degree