• 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.

• Bachelor Degree Holder or above
• Minimum 1 year experience in customer service in Banking or Financial Institution.
• 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 clicking "Apply Now".