BOC Credit Card (International) Limited (BOCI) was established in 1980 and is a wholly-owned subsidiary of BOCHK. All credit cards issued by BOCI are collectively called BOC Credit Cards. BOCI has issued various international credit cards and is now the card issuing and acquiring processing centre for...

BOC Credit Card (International) Limited (BOCI) was established in 1980 and is a wholly-owned subsidiary of BOCHK. All credit cards issued by BOCI are collectively called BOC Credit Cards. BOCI has issued various international credit cards and is now the card issuing and acquiring processing centre for BOCHK, BOCI plays an important role in the credit card business in the Mainland of China, Hong Kong and Macau. To cope with our rapid business expansion, we are now looking for high-calibre candidates to take up the following challenging role(s).

Customer Services Manager (Complaint Management)

Job level Middle
Work exp Minimum 5 Years
Education Bachelor Degree
Language Chinese - Cantonese, Chinese - Mandarin, English
Location
Within Hong Kong
Employment type Full Time
Industry Banking
Job function Banking / Finance > Retail Banking / Branch Banking
Banking / Finance > Others
Sales / Business Development / Customer Service > Customer service / Sales Support
Published On 20/09/2019

Responsibilities:

  • Coordinate with cross-department counterparts to enhance operation efficiency and customer experience.
  • Work with different stakeholders for root-cause analysis, solution generation, action planning, and result tracking.
  • Set up the governance & structured process with escalation, diagnostics, recommendation, prioritization & tracking of key customer issues.
  • Design and implement customer experience improvement initiatives.
  • Handle emergency incidents and projects independently.

 

Requirements:

  • Bachelor Degree required.
  • Minimum 5 years' relevant working experience, preferably in banking / credit card business.
  • Experience in consultancy, or customer experience management preferred.
  • Ability to manage complex and competing priorities, conflict management and resolution skills required. Solid experience in managing cross-functional projects expected.
  • Superior consumer insights and understanding on how to meet customers’ needs expected.
  • Effective communication, presentation skills to executive management, cross-functional stakeholders and frontline.


Applicants for the above position must be proficient in spoken and written Chinese (including Mandarin) and English, and be competent in MS Office applications.

Attractive remuneration packages will be offered to suitable candidates. Interested parties please send full resume with present and expected salary to Human Resources Department, 20/F BOC Credit Card Centre, 68 Connaught Road West, H.K. (Please quote Ref. no.) OR email by clicking

 

**Data collected would be used for recruitment purposes only. Applicants who do not hear from us within 8 weeks may consider their application unsuccessful and their data will be destroyed within 12 months of receipt..