Senior Customer Relations Manager (Kowloon City, Kowloon, HK)

HSBC
Hong Kong
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringEducation: bachelorsSkills: ["Communication","Customer focus","Empathy","Problem-solving"]

Senior Customer Relations Manager to handle escalated complaints end-to-end, resolve issues, and maintain service excellence. You will ensure compliant, high-quality complaint handling, report customer pain points, share best practices with colleagues, and drive improvements to the customer journey while upholding HSBC values and regulatory standards.

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FursaFursa
HSBC
HSBC
6 months ago

Senior Customer Relations Manager (Kowloon City, Kowloon, HK)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Senior Customer Relations Manager to handle escalated complaints end-to-end, resolve issues, and maintain service excellence. You will ensure compliant, high-quality complaint handling, report customer pain points, share best practices with colleagues, and drive improvements to the customer journey while upholding HSBC values and regulatory standards.
Location: Hong Kong
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

  • •Handle escalated complaints from various channels via an end-to-end process from complaint classification, review, investigation, resolution recommended to communications with customers concerned.
  • •Resolve customer complaints and build customer loyalty to ensure relationship retention and uphold the Bank integrity and good reputation
  • •Maintain service excellence and effectiveness in interacting with customers in a professional manner including verbal and written communications
  • •Ensure the complaint handling meeting the internal quality and control standards plus regulatory requirements
  • •Collect and report customer pain points and recommend customer journey enhancements to uplift customer experience and preempt customer complaints

Key Requirements

  • •University degree in related discipline or relevant experience.
  • •Work experience in financial institutions including good exposure to complaint handling tasks and customer facing experience.
  • •Familiar with retail and wealth management products and services plus and related operations preferred.
  • •Customer centric mindset, strong business sense plus positive and sincere work attitude.
  • •High degree of personal drive and resilience.
Experience:BankingFinance
Education:Bachelor's
Skills:CommunicationCustomer focusEmpathyProblem-solving
Languages:EnglishCantonesePutonghua

Company Brief

HSBC
Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1865
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn