HSBC Group

Some careers have more impact than others.

If you’re looking for a role where you can continue to make an impression, take the next step at Hang Seng where your contributions will always be valued.

Customer Contact Centre

Hang Seng's Customer Contact Centre has been ranked one of the best phone banking service providers for consecutive years. Our team strives to provide professional services for a wide range of banking products to address customers' different services and financial needs.

We are currently seeking high caliber professionals to join our team as Assistant Customer Care Manager.

Principal responsibilities

• Liaise with internal counterparts to resolve operational issues and customer complaints
• Identify areas for improving operational effectiveness and customer satisfaction, and take remedial actions with the relevant departments
• Act as a role model for delivering “Superior Customer Service” using their ability to build long term trust and develop relationships with our customers to raise our reputation, drive recommendations and deliver future growth
• To analyze the complaints and other customer feedback trends which indicate where services or processes need review
• Prepare MI / ad hoc reports including complaints handling KPIs governance and perform analysis as instructed
• Participate in ad-hoc projects and assignments as instructed by the superiors

• University Degree / Diploma in related discipline with relevant experience and professional qualifications
• Proven experience in General Banking, Card and Personal Lending products, with customer service experience and complaint handling role
• Strong analytical, presentation and interpersonal skills 
• Consistently achieved objectives set for them and taken action to improve their own performance.
• Great Sense of ownership and servicing mindset to ensure efficient and effective customer service processes
• Proficiency in Computer Systems including Microsoft Word and Excel

(Candidates with less experience will be considered for the position of Customer Care Officer)

You’ll achieve more when you join Hang Seng Bank Limited.

www.hangseng.com/careers

https://www.linkedin.com/company/hang-seng-bank/

Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services.  We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.

Issued by Hang Seng Bank Limited