Our client, a well-established bank, is now seeking an experienced candidate to join their team.

Responsibilities

• Assist to handle complaint/feedback from customers to SQ Hotline and handle/refer it to respective case owners for speedy follow up and case closure
• Assist to support the day to day operation in Complaint Handling Team
• Identify gaps, improvement priorities from valid or invalid complaints for review by Complaint Handling Team Supervisor and escalation to respective business /support units for consideration and implementation of improvement action
• Review other voices of customers besides Complaint lodged in CMS system to analyze customers’ needs and dissatisfaction and refer to respective department for review and consideration of improvement action
• Contribute idea to the annual review of the Complaint Handling Policy and Service Quality related procedures
• Manage and monitor General complaints received from all channels and responsible for investigation of Sensitive Complaints in particular of Complaints referred by regulators to ensure it’s being closed within the service pledge and in line with the requirement of Complaint Handling Policy/Procedure
• Monitor and raise suggestion/enhancement to Complaint Management System (CMS)

Requirements:

• Degree holder in Quality Management, Social Science, Business Administration or related disciplines
• Minimum 7 years working experience in Quality Management, preferably from banking and finance industry
• With patient and service quality oriented mindset and profound knowledge in complaint handling
• Good analytical, planning and driving skills
• Tactful & excellent presentation and interpersonal skills
• Good command of written and spoken English and Chinese (Cantonese & Putonghua)

Interested candidates please forward your resume (in MS Word format) together with current and expected salary details by clicking the Apply Now button.

We are expert in Talent Management solutions. Headquartered in Hong Kong, Talent Axis is a specialized recruitment firm providing service to financial institutes, commercial & industrial sectors, as well as IT & T, dealing in permanent positions, contract roles and temporary assignments.

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