Quality Service & Customer Experience Manager

Nanyang Commercial Bank Ltd.; Hong Kong; On-site; HKD 300,000 - 420,000; Full time

Job summary

Nanyang Commercial Bank Ltd. in Hong Kong seeks a diligent customer service professional to handle complaints with professionalism, conduct investigations, and prepare timely responses in line with internal policies and HKMA requirements.

You will identify threats or areas for improvement and escalate appropriately, supporting a service-driven culture with discretion, accuracy, and strong communication in English and Chinese. Putonghua is favourable.

Qualifications

• Diploma or above in Business Administration or Operations Management or related fields.
• At least 2 years in retail banking / customer services / complaint handling; familiarity with banking ops is an advantage.
• Excellent communication skills with high EQ and problem-solving ability.
• Able to handle sensitive matters with tact and discretion.
• Detail-minded, well-organised, self-motivated and willing to take on challenges.
• Proficient in MS Office and Chinese word processing; fluent in English and Chinese; Putonghua preferred.
• Secondment contract subject to renewal; more experience may lead to Quality Service Manager.

Responsibilities

• Handle customer complaints with professionalism, conduct case investigations, and draft timely, accurate responses per internal policies and HKMA rules.
• Identify potential threats or improvement areas and escalate to the appropriate parties for follow-up.

Skills

Excellent communication skills

Problem-solving

Attention to detail

Discretion and professionalism

MS Word

MS Excel

Bilingual English/Chinese

Education

Diploma or above in Business Admin or Operations Mgmt

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Nanyang Commercial Bank Ltd. in Hong Kong seeks a diligent customer service professional to handle complaints with professionalism, conduct investigations, and prepare timely responses in line with internal policies and HKMA requirements.

You will identify threats or areas for improvement and escalate appropriately, supporting a service-driven culture with discretion, accuracy, and strong communication in English and Chinese. Putonghua is favourable.