Key Responsibilities

• • Address and resolve disputes efficiently and in a fair manner, create excellent customer relationships during the process and beyond.
  • Provide customers with a contact point to a skilled, knowledgeable case officer who has the authority and delegation to act on behalf of the customers.
  • Handle the acceptance, investigation, and timely resolution of complex complaints received.
  • Ensure all customer communications, including telephone calls, emails and correspondence, are answered or responded to in a timely manner and accurately logged in in the appropriate systems.
  • Collaborate with relevant business units to obtain required account information for the resolution of a case within agreed Service Level Agreement time frames.
  • Responsible for identifying, analyzing and reporting on possibly serious systemic issues.
  • Undertake process improvement related projects which are focused towards providing a seamless customer experience.
  • Manage and minimize potential escalation of complaints to the media avoiding litigation.
    Participate in improvement initiatives and make pro-active constructive improvement recommendations.

Job Requirement

• • Bachelor Degree Holder or above
  • Minimum 1 year experience in customer service in Banking or Financial Institution.
  • Good command of both spoken and written Chinese and English.
  • Formal writing skills in both Chinese and English.
  • Customer services oriented with good customer service skills and communication skills
  • Proficient PC skills and MS Office Applications.