Job description
Some careers have more impact than others.
If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
Customer Value Management is vital in maintaining HSBC’s position as a provider of world-class wealth and personal banking solutions, directing business development with a focus on customers. The team works to ensure the most appropriate pricing, products and promotions are directed to the most relevant customers, concentrating on building value, treating customers fairly and creating a superb customer experience.
We are currently seeking a high calibre professional to join our team as a Senior Customer Relations Manager.
Principal Responsibilities
- Resolve customer complaints and build customer loyalty to ensure relationship retention and uphold the Bank integrity and good reputation
- Improve frontline service quality and complaint handling skills
- Share best practice with other customer facing units
- Proactively instil HSBC core values and business principles
- Build a highly motivated and engaged team and develop them to reach their individual potential
- Maintain service excellence and effectiveness in professional handling of customer response
- Recommend practical and effective service recovery action to improve customer satisfaction and recommendations
- Improve frontline service quality and complaint handling skills
- Undertake speedy actions to minimize the impact of major incidents affecting Wealth and Personal Banking
Requirements
- Established customer service and communication experience
- Totally customer focused mindset and good commercial orientation
- High degree of personal drive and resilience
- Excellent written and verbal communication skills, fluent in English, Cantonese and Putonghua
- University degree in a relevant discipline
You’ll achieve more when you join HSBC.
http://www.hsbc.com/careers
HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
Issued by The Hongkong and Shanghai Banking Corporation Limited.