Assistant Manager Customer Complaints

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Job Profile

The Complaints category is responsible for ensuring all customer complaints are received and investigated, resolved or passed to the correct body, this may be internal or external. May be located in a Retail branch, contact center or a central office location.

Tasks and responsibilities of the job holder may include the following:

• To investigate and respond to customer complaints and provide suitable resolutions

• Seek ways to improve the effectiveness of customer's interactions with HSBC; thereby reducing the volume and severity of complaints

• To identify and report complaints and other customer feedback trends which indicate where services or processes need review

• Ensure customer complaints are escalated to senior management or regulatory bodies or HSBC group as appropriate, in line with policies

Complaint Handlers may be required to acquire knowledge of a product area and in some geographies, may need to hold specific certificates

Minimum Graduation or as required for the role

Useful Link

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India