Bank Customer Service Center - Complaint Manager

Responsibilities:

• Daily management of the customer complaint team, including Site management, team management, performance management, personnel incentives, etc.;
• Counsel team staff to work to ensure that the team's work indicators and meet the company's requirements
• Develop standard procedures for handling complaints and supervise the entire process of customer complaint management to ensure compliance with SOP standards
• Assist the public relations department to establish contact with the supervision department, deal with various sudden major crises, and maintain the company's brand
• Promote the continuous optimization of the company's products and service processes, reduce the complaint rate and the risk of major complaints
• Responsible for cooperating with the specific implementation of recruitment, training, quality inspection, employee care, etc., to control the turnover rate and employee engagement.

Requirements:

• More than 5 years of call center work experience, at least 2 years of complaint management experience
• Bachelor degree or above is preferred, senior practitioners or individuals with good comprehensive qualities have no academic qualifications
• Good management awareness and call center professional knowledge and skills reserves, preferably with a team of more than 10 people
• Excellent pressure resistance, able to work efficiently, and able to adapt to the rapidly changing environment
• Good communication and collaboration skills, flexible and changeable to find more solutions, strong self-driving ability
• Leadership by example, lead the corporate culture, and set a positive benchmark for the team
• Familiar with Microsoft Office software.
• Working Hours: 09:00-18:00 from Monday to Friday

Applicants who are not invited for an interview within the 8 weeks after submission of application may assume their applications unsuccessful. We may review applications received for suitability for other posts within the Company. All personal data provided will be treated in strict confidence and used strictly for recruitment-related purposes only. We shall retain the personal data of unsuccessful applicants for a period of 24 months upon receipt of such application.