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1. Handle escalated complaints from various channels via an end-to-end process from complaint classification, review, investigation, resolution recommended to communications with customers concerned. 2. Resolve customer complaints and build customer loyalty to ensure relationship retention and uphold the Bank integrity and good reputation. 3. Maintain service excellence and effectiveness in interacting with customers in a professional manner including verbal and written communications. 4. Ensure the complaint handling meeting the internal quality and control standards plus regulatory requirements. 5. Collect and report customer pain points and recommend customer journey enhancements to uplift customer experience and preempt customer complaints. 6. Share best practices of complaint handling with other customer facing colleagues 7. Undertake speedy actions to minimize impacts of incidents affecting respective daily operations and business activities. 8. Proactively instill HSBC core values and business principles. 1. University degree in a related discipline or relevant experience. 2. Minimum of 5 years work experience in financial institutions including good exposure to complaint handling tasks and customer facing experience. 3. Familiar with retail and wealth management products and services plus and related operations preferred. 4. Customer centric mindset, strong business sense plus positive and sincere work attitude 5. High degree of personal drive and resilience. 6.Excellent written and verbal communication skills including fluent in English, Cantonese and Putonghua. 福利待遇 - 具競(jìng)爭(zhēng)力的薪酬：基本工資 績(jī)效獎(jiǎng)金 輪班補(bǔ)貼 早晚班交通津貼； - 健全福利保障：五險(xiǎn)一金 補(bǔ)充性商業(yè)醫(yī)療保險(xiǎn) 免費(fèi)年度體檢； - 暢享10 天假期：除享有國(guó)家法定節(jié)假日外，還擁有至少10天帶薪年假、12天帶薪病假、1天生日假、婚假、產(chǎn)檢假、產(chǎn)假以及陪產(chǎn)假、哺乳假等，助您達(dá)到工作生活的平衡； - 彈性福利制度：年假可買賣，商業(yè)醫(yī)療保險(xiǎn)套餐可升級(jí)，您還可申請(qǐng)旅游補(bǔ)貼、個(gè)人進(jìn)修補(bǔ)助、運(yùn)動(dòng)健身補(bǔ)貼等，滿足個(gè)性化福利需求； - 人性化工作環(huán)境：使用公司的員工餐廳、咖啡室、休息室、娛樂(lè)室等，進(jìn)行勞逸結(jié)合； - 多元化員工活動(dòng)：運(yùn)動(dòng)會(huì)、團(tuán)建、年會(huì)等精彩活動(dòng)給您平臺(tái)，任您施展才華。 培訓(xùn)與發(fā)展 - 廣闊的職業(yè)發(fā)展平臺(tái)：遍及全球的集團(tuán)網(wǎng)絡(luò)，提供擴(kuò)展人脈及跨文化交流的機(jī)會(huì)，您還可申請(qǐng)不同國(guó)家及地區(qū)的長(zhǎng)短期職位，不斷挑戰(zhàn)自我； - 系統(tǒng)性人才培育及發(fā)展：配備職業(yè)導(dǎo)師，為您提供清晰的職業(yè)規(guī)劃指導(dǎo)，充分挖掘橫向及縱向的發(fā)展?jié)摿Γ?- 完善的專業(yè)培訓(xùn)體系：入職即可享帶薪培訓(xùn)，多元化的培訓(xùn)機(jī)會(huì)，還有資源及教育援助，幫您逐步實(shí)現(xiàn)職業(yè)目標(biāo)。