Hang Seng Bank

Assistant Customer Relationship Manager

Hang Seng Bank
Full Time
Intermediate (3-6 years)
English, Cantonese, Mandarin (Putonghua)

Job Description

Assistant Customer Relationship Manager

Assistant Customer Relationship Manager

Telesales and Customer Relationship Department

Telesales and Customer Relationship Department is responsible for promoting products of Credit Card, Personal Loan, Mortgage and Secured OD across different customer bases and to achieve higher sales targets. The department also manages the Inbound Call Centre for these products to provide quality service to the customers.

We are currently seeking high caliber professionals to join our department as Assistant Customer Relationship Manager.

Principal responsibilities:
  • Assist the Customer Relationship Section to plan, execute and monitor the quality service and activities
  • Drive the investigation of all customer complaints, to facilitate resolution as well as implementation of corrective and preventive actions
  • Promote quality assurance best practice, organize quality assurance training, and drive continuous improvement in quality assurance
  • Analyse, recommend and implement initiative related quality service for continual improvement in its operation and effectiveness
  • Liaise with various internal and external entities for handling complaints in both of routine and regulatory issues, in compliance with policies and procedures
  • Handle other ad-hoc tasks assigned by line manager
  • University degree in Business Administration or a related discipline
  • Minimum 5 years' customer service experience, with exposure to hotline services an advantage
  • Good communication, interpersonal and analytical skills, with ability to work under pressure
  • Proficiency in both English and Chinese, with fluency in Putonghua an advantage
  • High level of customer centricity mindset with dedication to deliver exceptional quality services for customers
e-mail: recruit08@hangseng.com

Technical Skills

  • Complaint Handling
  • Compliance
  • Customer Service
  • Quality Assurance
  • Training