Bank of China

Customer Care Manager

Bank of China
Full Time
Intermediate (3-6 years)
Bachelor
English, Cantonese, Mandarin (Putonghua)

Job Description

Customer Care Manager



Responsibilities:

  • Handle customer feedback and complaints via various channels including customer feedback hotline, written channels, referral from internal units and external public bodies
  • Offer advice to junior staff and other frontline staff on resolving customer complaints
  • Propose resolutions and ensure formulations are in line with the overall business strategic goals, particularly optimize the retention of existing customers
  • Analyze customer opinions and complaints, identify areas for enhancing service quality, and prepare reports and recommendations, on the regulated business activities accordingly
  • Liaise with various internal and external entities for handling complaints in both of routine and regulatory issues, to enforce and monitor resolving actions are in compliance with policies and procedures

Requirements:

  • Degree holder or above with major in Business Administration, Finance, or related disciplines, with professional qualifications in Mediation is preferable
  • At least 5 years relevant experience in Complaint Handling or Customer Service Management works with exposure in banking industry is desirable
  • Sound knowledge of Banking Products
  • Proven negotiation, analytical skills, and problem solving technique
  • Self-motivated, mature, patient, and to be a good team player with strong common sense and able to work under pressure
  • Proficient in PC applications in MS Office and Chinese word-processing
  • Excellent interpersonal and communications skills with good command of English and Chinese in both spoken and written, proficient in Mandarin would be a definite advantage

We offer competitive remuneration package and comprehensive fringe benefits including medical and life insurance, and different types of allowances to the right candidates. Interested parties, please submit your application online. For details, please visit our website “http://www.bochk.com



Data collected would be used for recruitment purposes only. Applicants who do not hear from us within 8 weeks may consider their application unsuccessful and their data will be destroyed within 12 months of receipt.

Technical Skills

  • Chinese Word Processing
  • Complaint Handling
  • Customer Service
  • Microsoft Excel
  • Microsoft Powerpoint
  • Microsoft Word