Retail Lending Department

Service Quality Manager (Job ID: 2788)

Responsibilities

• To handle customer complaint related tasks and draft complaint reply letters
• To perform root cause analysis and relevant procedure reviews and formulate action plans to rectify any problems which caused customer dissatisfactions
• To prepare and review statistic reports for complaint cases
• To coordinate and support the service/ process improvement projects and other initiatives

Requirements

• University graduate, preferably major in English, business, finance or related discipline
• Minimum 5 years’ experience in customer service in banking sector
• Hands on experience in handle verbal and written customer complaints with strong decision making
• Strong interpersonal and able to communicate effectively with internal or external parties
• Self-motivated, detail-oriented and able to work under pressure and overtime to meet tight project timeline
• Proficiency in MS Windows and Office
• Excellent spoken and written English and Chinese, Putonghua proficiency is an advantage

Please apply online via the BEA Careers website at https://careers.hkbea.com/psp/hcmprd/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=UFOCUS=Applicant&SiteId=1&JobOpeningId=2788&PostingSeq=1 or by clicking the "Apply Now" button below. Kindly note that if you are a new user, you have to first create your User Profile before you can apply.

Personal data provided by job applicants will be used for recruitment purposes only and will be treated in accordance with the Bank's Personal Information Collection (Employees) Statement and Privacy Policy Statement. Applicants who are not invited for interviews within six weeks may consider their applications unsuccessful and the personal data collected will be destroyed after six months.