客户关系部又称作QAD. 是銀行最後一道防綫，代表管理層回應客戶意見及投訴，监管及优化银行产品和服务质量。 61 To investigate and respond to customer complaints and provide suitable resolutions; 61 Seek ways to improve the effectiveness of customer's interactions with HSBC; thereby reducing the volume and severity of complaints; 61 To identify and report complaints and other customer feedback trends which indicate where services or processes need review; 61 Ensure customer complaints are escalated to senior management or regulatory bodies or HSBC group as appropriate, in line with policies; 61 Complaint Handlers may be required to acquire knowledge of a product area and in some geographies, may need to hold specific certificates. 1. Minimum of 3 years' experience in complaint handling. 2. Strong self-motivation with excellent communication, negotiation and interpersonal skills. 3. High level of customer centricity mindset with dedication to deliver exceptional quality services for customers. 4. Proficiency in both English and Cantonese.