Customer Service Manager, Petaling Jaya

HSBC; Petaling Jaya; On-site; MYR 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Service Manager to lead branch operations and enhance customer satisfaction. This role involves developing strategies for market penetration and fostering a positive service culture among staff. The ideal candidate will have a strong background in customer service management, with a focus on compliance and ethical practices. Join a dynamic team dedicated to providing exceptional service and support to a diverse customer base, while growing your career in an inclusive environment.

Qualifications

• 5+ years of experience in customer service management.
• Strong understanding of compliance and regulatory requirements.

Responsibilities

• Oversee branch operations and ensure excellent customer service.
• Develop strategies to enhance market penetration and service excellence.
• Manage customer disputes and ensure compliance with regulations.

Skills

Customer Service Excellence

Team Leadership

Sales Strategy Development

Conflict Resolution

KYC Compliance

Education

Bachelor's Degree in Business or related field

Job description

Job Opportunity: Customer Service Manager at HSBC

Join HSBC and unlock new opportunities in your career. We are committed to creating an inclusive environment where careers are accessible and supportive. As part of our International Wealth and Premier Banking division, you'll serve a diverse customer base, helping them manage and grow their wealth.

Role Overview: Reporting to the Branch Manager, the Customer Service Manager will assist in overseeing branch operations, ensuring excellent customer service, and implementing business strategies to maximize profitability.

Principal Responsibilities:

1. Assist in planning and developing strategies to increase market penetration through service excellence.
2. Proactively engage with customers and staff on the sales floor, leading by example.
3. Support branch campaigns and promotions, and build external customer contacts and networks.
4. Drive a positive customer service mindset among staff.
5. Handle customer disputes and complaints effectively, ensuring proper reporting.
6. Maintain high standards of service delivery and monitor service performance.
7. Support non-sales staff with training to identify opportunities and pass leads to sales.
8. Manage customer expectations, identify needs, and provide suitable solutions following KYC and ethical policies.
9. Ensure branch compliance with legal and regulatory guidelines, rectifying breaches as needed.
10. Adhere to HSBC Internal Control Standards and implement audit and compliance recommendations.