- Handle customer complaints and disputes promptly, fairly, and professionally.
- Serve as a knowledgeable contact point for customers, with authority to act on their behalf.
- Accept, investigate, and resolve complex cases within agreed service timelines.
- Respond to calls, emails, and correspondence in a timely manner, ensuring all interactions are properly logged.
- Work closely with internal teams to gather necessary information and support case resolution.
- Identify and report potential systemic issues and preventable complaints.
- Participate in process improvement initiatives to enhance customer experience.
- Build rapport with customers, set clear expectations, and uphold Bank's brand image and values.
- Support mediation and help reduce the risk of complaints escalating to media or legal actions.
- Recommend proactive improvements to strengthen overall complaint management effectiveness.
Job Requirement:
- Higher Diploma or above in any discipline from a recognized institution.
- Relevant experience in banking or financial institutions is preferred.
- Strong written communication skills in both Chinese and English, with the ability to prepare clear and accurate documentation.
- Good verbal communication skills in Chinese and English, with confidence in handling customer interactions professionally
