Onsite with HSBC - Assistant Manager, Customer Care (6 Months Contract)

Hong Kong

  • Customer Care
  • equerries, complaint handling
  • Bank, Hong Kong

As one of the world’s largest banking and financial services organisations, HSBC has been connecting customers to opportunities since 1865. With operations in 64 countries and territories, HSBC’s unparalleled international network links developed and emerging markets, and spans the world’s largest and fastest-growing trade corridors. The bank serves more than 40 million customers through its commercial, retail, investment and private banking businesses, which are supported by operational and functional teams around the world.

We’re currently seeking an experienced professional to join the HSBC Wealth and Personal Banking team, which is responsible for customer care, enquiries and complaint handling

Key deliverables:

  • Handle customer complaints and written enquiries received via different sources independently
  • Review resolved complaints in accordance with documented procedures within standard turnaround time with high quality output  
  • Being the central point in liaising with all external and internal related parties in complaint handling and communicate with complainants, both in written or verbal, to resolve the complaint properly
  • Reports to the Customer Care Manager to ensure all complaints have been sufficiently investigated, analysed, and escalated where necessary 
  • Conduct thorough investigation independently and identify the root cause and review the effectiveness of preventive measures
  • Keep monitoring the progress of the investigation of the complaint in order to catch up the service turnaround time 
  • Assist in arranging and providing training and sharing sessions to relevant parties to uphold complaints handling skills


Principal requirements:

  • Degree in Business Administration, Finance or other relevant subjects
  • Good customer service skill to explain the incident to complainant in order to settle the complaint
  • Good analytical skills with critical mindset to conduct thorough investigation and analyse fact findings complex cases
  • Experience in Pension Client Servicing at Financial Institutions settings will be an advantag
  • Ability to work under tight schedule and maintain high quality deliverables
  • Good interpersonal and communication skills in oral and written English and Chinese Fluent in English and Cantonese


If you are interested in this role, click “apply”, else, you may also directly send your updated resume to Adarsh Manu at adarsh.manu@manpowergrc.hk


HSBC is committed to building a work culture where everyone is valued, respected and opinions count. They take pride in providing a workplace that fosters continuous professional development, collaboration and supporting people to be at their best in an inclusive and diverse environment.

Type: Contract

Category: Financial Services - No Selection Required

Salary: HK$ 30,000/Month - HK$ 35,000/Month

Reference ID: 117-1511212-AM

Date Posted: 15/11/2021