Senior Banking Complaints & Customer Experience Manager

Industrial and Commercial Bank of China; Hong Kong; On-site; HKD 60,000 - 90,000; Full time

Job summary

Industrial and Commercial Bank of China (Asia) Limited in Hong Kong is seeking a seasoned complaints handler within its customer service function. You will manage and resolve customer complaints with professionalism, addressing concerns and delivering appropriate solutions.

The role requires at least 4 years in banking complaints or customer service, with strong knowledge of banking products and regulations, and fluency in Chinese and English.

Qualifications

• Bachelor degree or above.
• Minimum 4 years' experience in complaints handling or customer service in banking/finance.
• Strong knowledge of banking products, services and regulations.
• Excellent communication and interpersonal skills.
• Detail-oriented with strong analytical and problem-solving abilities.
• Ability to work independently and in a team.
• Proficient in Chinese and English writing and speaking.

Responsibilities

• Manage and resolve customer complaints promptly and professionally.
• Communicate effectively with customers to address concerns and provide solutions.
• Handle escalated complaints with sensitivity and empathy.
• Conduct investigations gathering relevant information and evidence.
• Collaborate with departments to resolve issues and prevent recurrence.
• Generate reports on complaint resolution metrics for management.
• Ensure compliance with industry regulations and company policies.
• Stay updated on industry best practices and regulations.
• Assist in training employees on complaint management processes.
• Contribute to a positive team environment through collaboration.

Skills

Communication skills

Analytical thinking

Problem solving

Teamwork

Education

Bachelor degree or above

Job description

Industrial and Commercial Bank of China (Asia) Limited in Hong Kong is seeking a seasoned complaints handler within its customer service function. You will manage and resolve customer complaints with professionalism, addressing concerns and delivering appropriate solutions.

The role requires at least 4 years in banking complaints or customer service, with strong knowledge of banking products and regulations, and fluency in Chinese and English.