We are seeking an experienced Customer Service professional to join our client's dynamic team in Hong Kong. This senior-level role focuses on leading relationship and service capabilities, specifically with a key partner in the banking sector. The successful candidate will be instrumental in supporting the strategic objectives of our Banca partnership, ensuring superior service delivery and client satisfaction.
In this role, you will act as the primary liaison for partner interactions, shaping service standards and ensuring efficient resolution of any customer or partner issues. You will lead cross-functional collaboration with internal teams, championing excellence in communication, process development, and operational efficiency. Your insights will also play a pivotal role in customer experience enhancement and in supporting the continuous development of service protocols tailored to a banking environment.
Key Responsibilities:
- Lead customer service initiatives in partnership with the Banca channel.
- Build and maintain strong relationships with stakeholders to drive customer satisfaction.
- Manage escalated customer enquiries and enforce best-in-class service standards.
- Analyse customer feedback and implement service improvement strategies.
- Oversee daily customer support operations and ensure compliance with regulatory requirements.
- Work closely with sales and operations to co-develop and deliver partner support strategies.
- Support training and development of junior customer service staff within the partnership scope.
Requirements:
- Proven experience in a senior-level customer service role, preferably within financial services or banking partnerships.
- Strong understanding of Banca insurance partnerships and associated customer requirements.
- Excellent interpersonal and communication skills, with fluency in English and Cantonese.
- Analytical thinker with strong problem-solving skills and attention to detail.
- Ability to manage multiple priorities effectively in a fast-paced environment.
- Demonstrated leadership capabilities and experience managing teams or projects.
- Educated to degree level or equivalent practical experience in a relevant discipline.
This is an excellent opportunity for a seasoned Customer Service specialist with Banca partnership experience to make a significant impact within a critical function. The role offers a collaborative environment, career growth potential, and the ability to work closely with senior stakeholders in one of Hong Kong's most dynamic markets.
