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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 Minimum 3 Years
Education Bachelor Degree
Language Chinese - Cantonese, Chinese - Mandarin, English
Location
Kwun Tong Kowloon, Hong Kong
Employment type Full Time
Industry HR / Recruitment Services
Job function Banking / Finance > Research / Analysis
Banking / Finance > Retail Banking / Branch Banking
Banking / Finance > Others
Published On 03/08/2018 2018-08-03

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