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ZEBRA™ Strategic Holdings Limited is a performance-based holistic Human Capital Solutions provider that services Corporate Clients across Asia Pacific region.

With more than a decade of solid experience, ZEBRA™ successfully listed on the GEM board of the Hong Kong Stock Exchange in the year of 2013.

Our client, a leading institution is currently seeking for a high-caliber candidate to join their team.

ZEBRA™ Strategic Holdings Limited is a performance-based holistic Human Capital Solutions provider that services Corporate Clients across Asia Pacific region. With more than a decade of solid experience, ZEBRA™ successfully listed on the GEM board of the Hong Kong Stock Exchange in the year...

ZEBRA™ Strategic Holdings Limited is a performance-based holistic Human Capital Solutions provider that services Corporate Clients across Asia Pacific region.

With more than a decade of solid experience, ZEBRA™ successfully listed on the GEM board of the Hong Kong Stock Exchange in the year of 2013.

Our client, a leading institution is currently seeking for a high-caliber candidate to join their team.

Customer Care Manager, Client Advocacy - Banking

Job level Middle
Work exp 3 Years To 5 Years
Education Bachelor Degree
Location
Kwun Tong Kowloon, Hong Kong
Employment type Full Time
Industry HR / Recruitment Services
Job function Banking / Finance > Account / Relationship Management
Banking / Finance > General / Operations
Banking / Finance > Research / Analysis
Published On 26/03/2018 2018-03-26

 

Responsibilities:

  • Handle and resolve clients' verbal and written complaints (including sensitive complaints referred by regulatory bodies, senior management, media etc)
  • Conduct thorough investigation, ensure all complaints are handled professionally and settled within internal & external service standards
  • Ensure complaints are strictly adhered to the bank’s Complaint Handling Policy, related policies of regulatory bodies and Compliance & Control policies
  • Identify & highlight high impact areas from the complaint analysis & liaise with the concerned parties to drive for improvement
  • Communicate best practice cases identified from client voices to arouse staff awareness on service quality
  • Support the Head of Customer Advocacy on the followings
    • Develop and launch of various client problem handling actions / programs to improve complaint handling turnaround timeliness and uplift client’s satisfaction on complaint handling experience
    • Maintain the Complaint Management System, generate regular management and complaint statistics reports with statistical analysis and highlights
    • Conduct complaint handling training programs or briefings

Job Requirements

  • University graduate with 3 - 5 years client contact / complaint handling preferably from banking and finance industry
  • Patient with excellent client service attitude
  • Strong analytical, interpersonal and presentation skills
  • Excellent command of spoken and written English and Chinese (Cantonese and Putonghua)
  • Independent and able to work under pressure
  • Proficiency in the use of MS Word, Excel and Powerpoint 

 

 

Interested parties please click Apply Now to apply job. 

 

Please send full resume (MS word) with latest and expected salary to peter.pang@zebra.com.hk.