Manager, Customer Relations (Complaint Management)

 Create more incredible numbers by:

• leading the Complaint team to handle customer and merchant complaints from different channels
• responsible for resolving complaints received via regulatory bodies, Consumer Council, political parties, media, customers and merchants
• working with regulators, shareholder service providers, respective authorities and internal parties in resolution of complaint cases and acting in accordance with internal and regulatory procedures/guidelines
• making recommendations for service improvements related to complaint handling
• assisting in streamlining the call centre operations processes and enhancing productivity
• preparing management and statistics report of complaints received and handled
• handling incoming and outgoing calls if required

A right fit for your portfolio?

• University graduate
• Minimum 15 years of working experience in all aspects of complaint resolution with a customer-centric approach with at least 8 years in a supervisory position
• Experience of complaint handling in banking and payment industry is preferable
• Experience in call centre operations for service call handling is a big plus
• Patient, agile, proactive, independent and customer-centric
• Tactful customer service management and sound problem solving abilities
• Good leadership, interpersonal and prioritization skills
• Excellent verbal and written communication skills in English and Chinese

How to Apply ? Please send your resume, present and expected salary, and contact details quoting the reference number by e-mail to: [email protected]