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Handle customer feedback and complaints via various channels including customer feedback hotline, written channels, referral from internal units and external public bodies
Offer guidance and advice to junior staff and other frontline staff on resolving customer complaints
Propose resolutions and ensure formulations are in line with the overall business strategic goals, particularly optimize the retention of existing customers
Analyze customer opinions and complaints, identify areas for enhancing service quality, and prepare reports and recommendations, on the regulated business activities accordingly
Liaise with various internal and external entities for handling complaints in both of routine and regulatory issues, to enforce and monitor resolving actions are in compliance with policies and procedures
Monitor service level of customer feedback hotline
Degree holder with major in Business Administration, Finance or related disciplines, with professional qualifications in Mediation is preferable
At least 7 years working experience in banking or financial industry with 3 years experience in Complaint Handling or Customer Service Management
Sound knowledge of Banking Products
Proven negotiation, analytical skill and problem solving technique
Self-motivated, mature, patient and to be a good team player with strong common sense and able to work under pressure
Proficiency in PC applications in MS Office and Chinese word-processing
Excellent interpersonal and communications skills with good command of English and Chinese in both spoken and written; proficiency in Putonghua would be a definite advantage