Customer Experience Manager - Retail Lending

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

• Manage customer experience, improving & optimizing customers’ interactions with business
• Manage Net Promoter Score within the department, driving relevant teams to address customers’ voice and enhancing customer experience
• Handle high impact complaints received from customers or referred by external parties
• Prepare replies to customer, ensuring accuracy in content, appropriateness in tone & manner and in line with “Treat Customer Fairly Charter”
• Identity root cause of the problems and identify areas for improvement
• Comply with all applicable regulations, rules and guidelines set by the regulators and the Bank
• Drive Call Centre’s productivity and provide advice to Call Centre agents on case handling
• Organize and handle ad hoc tasks/projects as assigned from time to time

Requirements

• University graduate, preferably major in English, business, finance or related discipline
• Minimum 5 years’ experience in customer service in banking sector
• Relevant HKIB qualification would be an advantage
• 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

Personal data provided by job applicants will be used for recruitment purposes only and will be treated in accordance with the Bank's Personal Data Policy, which is available upon request. Applicants who are not invited for interviews within six weeks may consider their applications unsuccessful and the personal data collected will be destroyed after 1 year.