Banking CX Lead: NPS & Complaint Resolution

The Bank of East Asia (BEA); Hong Kong; On-site; HKD 420,000 - 540,000; Full time

Job summary

The Bank of East Asia (BEA) in Hong Kong seeks an experienced customer service professional to manage customer experience and optimize interactions within the Call Centre. The role emphasizes improving overall customer journeys and ensuring high‑quality service delivery.

You will drive Net Promoter Score initiatives, address customer voice with cross‑functional teams, and handle high‑impact complaints while ensuring accurate, compliant responses aligned with the Treat Customer Fairly Charter.

Qualifications

• Minimum 5 years’ experience in customer service in banking sector.
• Strong written and verbal communication in English and Chinese.
• Hands-on experience handling customer complaints with sound judgment.
• HKIB qualification is an advantage.

Responsibilities

• Manage customer experience and optimize interactions across the business.
• Drive Net Promoter Score and address customers’ voice with relevant teams.
• Handle high-impact complaints from customers or external parties.
• Prepare accurate replies in line with the Treat Customer Fairly Charter.
• Identify root causes and areas for improvement.
• Ensure compliance with regulators' rules and bank policies.
• Organize ad hoc tasks/projects as assigned.

Skills

Customer service

Communication

Case handling

Team collaboration

Education

Bachelor's degree or equivalent

HKIB qualification (advantage)

Tools

MS Windows

MS Office

Job description

The Bank of East Asia (BEA) in Hong Kong seeks an experienced customer service professional to manage customer experience and optimize interactions within the Call Centre. The role emphasizes improving overall customer journeys and ensuring high‑quality service delivery.

You will drive Net Promoter Score initiatives, address customer voice with cross‑functional teams, and handle high‑impact complaints while ensuring accurate, compliant responses aligned with the Treat Customer Fairly Charter.