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 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.

Assistant Customer Relationship Manager

Job level Middle
Work exp 5 Years To 15 Years or above
Education Bachelor Degree
Location Hong Kong
Employment type Full Time
Industry Banking
Job function Sales / Business Development / Customer Service > Customer service / Sales Support
Banking / Finance > Retail Banking / Branch Banking
Sales / Business Development / Customer Service > Telemarketing / Call Centre
Published On 23/11/2016

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

Requirements

  • 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

To apply, please read carefully the ‘ Note on Collection of Personal Data and Information’ available in the careers page of our Hang Seng website: www.hangseng.com and send your resume via e-mail: recruit08@hangseng.com for our processing. You can also visit our website for further details about career opportunities with the Bank. Applicants who are not contacted within one month may consider their applications unsuccessful.

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.