Customer Experience Manager

(Ref No. HKJC-160-2052-2018)

Our client is a leading Hong Kong based financial services group listed on The Stock Exchange of Hong Kong, serving the needs of customers throughout Greater China and beyond, with the operation one of the largest branch networks in Hong Kong.  She is dedicated to providing comprehensive corporate banking, personal banking, wealth management, and investment services to its customers in Hong Kong, Mainland China, and other major markets around the world.  She is looking for a Customer Experience Manager to join her Branch Distribution and Services Department.   

Responsibilities

  • To act as the first contact point of customers in a warm and caring manner to ensure their journey with BEA is highly satisfactory
  • To understand customers’ needs and direct them to the right area of the branch to ensure their needs are fulfilled during their visits
  • To evaluate customer preferences and identify opportunities to enhance customer relationship
  • To drive fast and accurate transaction processing to serve customers in accordance with standard procedures
  • To manage and enhance service quality in the branch
  • To keep the branch staff updated on latest product and marketing information
  • To mobilize the branch staff to cope with changes in traffic and service requirement
  • To address customers’ dissatisfaction and provide alternatives or solutions
  • To manage referral sales performance of the branch

Requirements

  • University graduate is preferred
  • Minimum of 6 years’ relevant banking experience of which 2 years at supervisory level preferred
  • Excellent service mindset and highly customer-focused
  • Excellent communication and interpersonal skills
  • Strong technical knowledge of retail banking products and services, delivery channels and self-service machines
  • Proficiency in computer and tablet/mobile computing devices
  • Good understanding of branch operations, policies, procedures, practices, rules and sales compliance requirements
  • Good command of both spoken and written English and Chinese, Putonghua a plus

 

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