Customer Care Manager, HSBC

Customer Care Manager

HSBC

Location:
Hong Kong, Mongkok

Category:
Call Center

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Hang Seng Bank is seeking a Customer Care Manager to lead a team within their Customer Contact Centre. Responsibilities include managing customer feedback, liaising with departments for case investigations, offering guidance to team members, analyzing feedback for customer satisfaction, and participating in projects. The role requires banking experience, leadership skills, and proficiency in English and Chinese.

Job Responsibility:

Lead and supervise a team to address and resolve customer feedback, including but not limited to complaints, compliments, suggestions, and other special cases in a professional and timely manner
Liaise with other departments to conduct case investigations and ensure the investigation reports are submitted on time
Provide guidance and support to all team members to ensure accurate and consistent handling of customer complaints and comments
Collect and analyze customer feedback
identify areas for improving operational effectiveness and customer satisfaction, and take remedial actions with the relevant departments
Participate in ad-hoc projects and assignments as instructed by the superiors

Requirements:

Degree holder or above in Business Administration, Bilingual Studies or related disciplines
Proven banking experience in Card and Personal Lending products, with complaint handling role and exposure in call centre operation, card and personal lending products an advantage
Good interpersonal, communication and presentation skills with analytical mind and problem-solving skills
Strong leadership with training and coaching skills and possess customer-service mindset with strong sense of responsibility
Excellent command of written and spoken English and Chinese is a must
Great Sense of ownership and servicing mindset to ensure efficient and effective customer service processes

What we offer:

dynamic working environment
good career development opportunities
competitive compensation packages

Additional Information:

Job Posted:
October 16, 2025

Expiration:
November 15, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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