Ready to leap at a better career? Hiring the right talent for your company? Charteron, your career and business partner who understands and helps to make a difference.

Ready to leap at a better career?

Hiring the right talent for your company?

Charteron, your career and business partner

who understands and helps to make a difference.

Customer Care Manager (12-Month Contract)

Job level Middle
Education Associate Degree
Location
Kowloon
Employment type Contract
Benefits 5-day week
Industry Financial Services / Investment / Securities
Job function Sales / Business Development / Customer Service > Customer service / Sales Support
Published On 21/06/2019


This role is responsible for handling all insurance-related customer complaints received and investigated, resolved or reported to the concerned stakeholders, be it internal or external.

Job responsibilities includes:
• Offer guidance and advice to junior staff on resolving customer complaints
• Manage the investigation and resolution of complaints
• Ensure customer complaints are escalated to internal colleagues or regulatory bodies or HSBC
• Champion the sharing of experiences with concerned stakeholders to improve customer experiences
• Ensure that the team adhere to prevailing data standards, policies and regulations as well as meeting the SLAs and KPIs.
• Analyze customer complaints, identify areas for enhancing service quality in view of customer experience
• Help to develop an automated process to manage the complaints process including accurate and timely reporting
• Work with the team to develop the Customer Complaints manual which outlines processes, frameworks and procedures to guide staff in the management of complaints and ensure complaint management standardization

Candidate Requirements:

• 4-6 years expereince of customer complaint handling
• Strong negotiation, influencing and interpersonal and negotiation skills
• Sound operational and system process study experience and strong analytical skills.
• Detail oriented and good logical process thinking
• Self- motivated, able to work under pressure and tight deadlines
• Confident to interact with cross functional teams independently.
• Excellent verbal and written communication skills in Chinese and English
• Totally customer-focused mindset and good commercial orientation
• Good computer skills (Excel, Word and PowerPoint)

All resumes received will be used for recruitment purpose.