manager, client experience (6 months direct contract) in Hong Kong

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job details

hong kong
job category
banking & financial services
job type
HK$ 45,000 - HK$ 55,000 per month
reference number
eva tai, randstad hong kong
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job description

  • Ensure all complaints have gone through sufficient investigation, analysis, escalation and reflection, and is possible, rectification by applying the available resources / authority.
  • Manage and input both positive and negative customer feedback information for effective and prompt response. Analyse customer feedback and identify the root cause and problem owner of each complaint.
  • Initiate and follow-up, when appropriate, process / service improvement program.
  • Identify potential threats / frauds / areas which lead instant rectification / improvement, and also business opportunities, and escalate them to appropriate parties for follow-up actions.
  • Act as a mentor to junior staff of the team.
Qualifications & Skills
  • Tertiary education with relevant experience in banking.
  • Solid experience in customer complaint handling and / or investigations.
  • Excellent interpersonal and communication skills.
  • Good analytical and problem solving skills. - Customer focus and assertive.
  • Good manner in handling customer feedback and complaint.
  • Excellent command of written and spoken English and Chinese. - Sound knowledge of banking services and produch features will be an advantage.
If you are interested in this position, please click link to apply. If you would like to know more about this role, please contact Eva Tai at +852 2232 3465 for confidential conversation.