Assistant Manager Customer Service – Complaints Job in Mumbai at HSBC

HSBC is hiring an Assistant Manager Customer Service – Complaints!

Responsibilities of the Candidates:

• Documentation & Reporting- Update the complaint handling system with investigation details, outcome, root cause analysis, and any redress/compensation offered. Maintain accurate records.
• Liaison and Coordination- Liaise with internal departments to obtain documentation and resolution stance, and clarify the language used before referring the case to the Internal Ombudsman (IO). Respond to IO queries promptly and ensure coordination between different units to facilitate a smooth complaint resolution process.
• Compliance & Quality Control- Ensure that all actions taken comply with regulatory guidelines and internal processes. Perform quality checks to ensure that all case files are complete and ready for review, especially before escalation to higher authorities.

Requirements:

• Graduate with 1-3 years of experience in the service industry/retail sector/customer service roles
• Excellent communication and interpersonal skills
• Attributes required for the job holder would include a high Motivation Level and Good analytical skills
• Ability to collaborate with multiple stakeholders to achieve a common objective
• Analytical ability, project management, communication, and negotiation skills