Customer Care Manager

A Career with Hang Seng Bank

Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join Hang Seng and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, Hang Seng offers opportunities, support and rewards that will take you further.

Customer Contact Centre

Hang Seng's Customer Contact Centre has been ranked one of the best phone banking service providers for consecutive years. Our team strives to provide professional services for a wide range of banking products to address customers' different services and financial needs.

We are currently seeking high caliber professionals to join our team as Customer Care Manager, reporting to Head of Strategic Operations Management

Principal responsibilities

• Lead and supervise a team to address and resolve customer feedback, including but not limited to complaints, compliments, suggestions, and other special cases in a professional and timely manner
• Liaise with other departments to conduct case investigations and ensure the investigation reports are submitted on time
• Provide guidance and support to all team members to ensure accurate and consistent handling of customer complaints and comments
• Collect and analyze customer feedback; identify areas for improving operational effectiveness and customer satisfaction, and take remedial actions with the relevant departments
• Participate in ad-hoc projects and assignments as instructed by the superiors.

Requirements

• Degree holder or above in Business Administration, Bilingual Studies or related disciplines
• Proven banking experience in Card and Personal Lending products, with complaint handling role and exposure in call centre operation, card and personal lending products an advantage
• Good interpersonal, communication and presentation skills with analytical mind and problem-solving skills
• Strong leadership with training and coaching skills and possess customer-service mindset with strong sense of responsibility
• Excellent command of written and spoken English and Chinese is a must
• Great Sense of ownership and servicing mindset to ensure efficient and effective customer service processes

You’ll achieve more when you join Hang Seng Bank Limited.

www.hangseng.com/careers

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All information provided by applicants will be used only for recruitment purposes and will be used strictly in accordance with the Bank's personal data policies, a copy of which may be obtained by the applicant upon request. Unless otherwise instructed in writing by the applicant concerned, applicants may be considered for other suitable positions within the Bank and its related companies. The personal data of unsuccessful job applicants may be retained for a maximum of two years from the date when the job application is rejected and such data may be retained for a longer period if there is a subsisting reason that obliges the Bank to do so, after which the personal data will be destroyed.