Key Responsibilities:
- Address and resolve disputes efficiently and in a fair manner, create excellent customer relationships during the process and beyond.
- Provide customers with a contact point to a skilled, knowledgeable case officer who has the authority and delegation to act on behalf of the customers.
- Handle the acceptance, investigation, and timely resolution of complex complaints received.
- Ensure all customer communications, including telephone calls, emails and correspondence, are answered or responded to in a timely manner and accurately logged in in the appropriate systems.
- Collaborate with relevant business units to obtain required account information for the resolution of a case within agreed Service Level Agreement time frames.
- Responsible for identifying, analyzing and reporting on possibly serious systemic issues.
- Undertake process improvement related projects which are focused towards providing a seamless customer experience.
- Manage and minimize potential escalation of complaints to the media avoiding litigation.
- Participate in improvement initiatives and make pro-active constructive improvement recommendations.
Requirements:
- Higher diploma or above.
- Experience in customer service in Banking or Financial Institution is preferred.
- Good command of both spoken and written Chinese and English.
- Formal writing skills in both Chinese and English.
- Customer services oriented with good customer service skills and communication skills
- Proficient PC skills and MS Office Applications
Interested parties please send your full resume with your current and expected salary by email.