Principal Responsibilities

• Lead and supervise a team of Assistant Customer Relationship Managers to address and resolve customer feedback, including but not limited to complaints, compliments, suggestions and other special cases in a professional and timely manner

• Liaise with other departments to conduct case investigations and ensure the investigation reports are submitted on time

• Provide guidance and support to all Assistant Customer Relationship Managers to ensure accurate and consistent handling of customer complaints and comments

• Collect and analyze customer feedback; identify areas for improving operational effectiveness and customer satisfaction, and take remedial actions with the relevant departments

• Participate in ad-hoc projects and assignments as instructed by the superiors.

Requirements

• Degree holder or above in Business Administration, Bilingual Studies  or related disciplines

• At least 5 years of banking experience in Card and Personal Lending products, with complaint handling role

• Good interpersonal, communication and presentation skills with analytical mind and problem-solving skills

• Strong leadership with training and coaching skills  and possess customer-service mindset with strong sense of responsibility

• Excellent command of written and spoken English and Chinese is a must

• Great Sense of ownership and servicing mindset to ensure efficient and effective customer service processes

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.