We are seeking a highly motivated and experienced professional to join our team as a Senior/Customer Care Manager specialising in personal banking for retail users. This position is based in Hong Kong and offers a competitive monthly salary in the range of HKD 35,000 to HKD 60,000, depending on qualifications and experience. The role involves managing customer feedback and complaints received via various channels in strict compliance with internal guidelines and regulatory requirements. An essential part of the role is conducting detailed investigations and root cause analysis in collaboration with relevant departments, and preparing accurate customer responses in a timely manner.
The successful candidate will be responsible for drawing up appropriate resolutions to maintain the Bank’s reputation while aligning with overall business goals, ultimately aiming to turn negative experiences into positive ones. They will review customer feedback and internal procedures to identify service gaps and propose enhancements to exceed customer expectations. Monitoring internal service standards through quality assessments and reporting to management is also a key part of the role. The role includes preparing regular reports for management review and delivering coaching or training sessions to ensure high service standards and compliance with regulatory requirements.
The ideal candidate will hold a university degree, preferably in translation or a business-related discipline, and exhibit strong initiative, a positive mindset, and a results-oriented approach. A customer-centric mindset and the ability to innovate in problem-solving are essential. The candidate should be excellent at mediation and have strong analytical and complaint-handling capabilities. Presentation and interpersonal skills must be of a high standard to communicate effectively across departments and with customers. A good command of both verbal and written English and Chinese is required, and proficiency in Putonghua would be an advantage. Applicants should also be proficient in common PC applications, including Microsoft Word, Excel and PowerPoint.
Candidates with less experience may be considered for a Manager position. This is a fantastic opportunity for a customer service leader seeking to make a meaningful impact while working in a dynamic and customer-focused environment.