Job Responsibilities:

• To handle written/ verbal complaints and ensure timely investigation and resolution according to pre-defined standards, and timely logging in the system for clear and complete record purposes
• To investigate and respond to customer complaints and provide suitable resolutions, in line with policies
• Ensure premium service is provided to complainants in the following areas: ease of contact, sincere and professional attitude, prompt acknowledgment and reply, proper handling and clear communication
• To work closely with key stakeholders and maintain good working relationship

Job Requirements:

• Diploma or above
• Minimum of 2 years' experience in complaint handling or customer service in banking industry
• Solid experience and knowledge in retail banking products and operations
• Positive mindset and can-do spirit, doesn’t mind going extra steps
• Get along with people well
• Good command of spoken and written Cantonese, English and Mandarin
• English and Chinese word processing
• Preference will be given to holders of HKSI and IIQE qualifications.