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We are one of the specialized companies of Bank of China (Hong Kong) Limited. As a global credit card centre in Hong Kong, we strive to provide world-class credit card products and services to both domestic and overseas customers. We also play a major role in the development of e-commerce as well as credit card market in Mainland China. To cope with our rapid business expansion, we are now looking for high-calibre candidates to take up the following challenging roles:

We are one of the specialized companies of Bank of China (Hong Kong) Limited. As a global credit card centre in Hong Kong, we strive to provide world-class credit card products and services to both domestic and overseas customers. We also play a major role in the development of e-commerce as well as...

We are one of the specialized companies of Bank of China (Hong Kong) Limited. As a global credit card centre in Hong Kong, we strive to provide world-class credit card products and services to both domestic and overseas customers. We also play a major role in the development of e-commerce as well as credit card market in Mainland China. To cope with our rapid business expansion, we are now looking for high-calibre candidates to take up the following challenging roles:

Senior Officer / Manager, Complaint Management

Job level Middle
Work exp 2 Years To 9 Years
Education Bachelor Degree
Language Chinese - Cantonese, Chinese - Mandarin, English
Location
Within Hong Kong Hong Kong
Employment type Full Time
Industry Banking
Job function Banking / Finance > General / Operations
Banking / Finance > Retail Banking / Branch Banking
Quality Control / Quality Assurance > Quality Control & Assurance
Published On 29/05/2018 2018-05-29
ref. OSDSO-CP201805
Responsibilities:
  • Assist the Head of Complaint Management in daily credit card and personal loancustomer feedback / complaint management operation, and liaise with various business partners to work on resolution as well as improvement measures
  • Monitor the service level and fulfillment on KPI set for the complaint management operation
  • Supervise existing complaint management team members and coach new staff
  • Handle customers’ feedback and complaints independently with resolution and proactively follow up with related parties for services enhancement
  • Prepare statistics and analysis reports
  • Handle ad-hoc projects as assigned from time to time
 
Requirements:
  • University graduate in any discipline
  • Minimum 5 years’ relevant working experience from bank / financial institutions; preferably with sound knowledge in credit card products and/or customer services field
  • Minimum 2 years’ supervisory experience in heading a team of members and solid experience and sound knowledge in tackling customer for escalated cases from teammates
  • Knowledge in ISO system, card products, card systems and operations is an advantage
  • Customer-oriented with strong interpersonal, problem solving and communication skills with various levels/parties
  • Candidate with less experience will be considered as Senior Officer


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 to recruit@boci.com.hk

 

**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..