Responsibilities:

• Assist the Head of Complaint Management in daily credit card and personal loan customer 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 & written Chinese (including Mandarin) & 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 our company.

*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.