Customer Service Officer
HSBC Group
Hong Kong, China


ACareer with Hang Seng Bank

Hang Seng is committed to serviceexcellence. Our people are our most important asset and play a vital role inour efforts to continually enhance our performance for customers and providebest-

in-class products and services.Weseek to attract high-calibre talent by offering a dynamic working environment,good career development opportunities and competitive compensation packages.

Customer Service Officer / Senior Customer Service Representative, General Banking Services

Customer ContactCentre

Hang Seng's Customer Contact Centrehas been ranked one of the best phone banking service providers for consecutiveyears.

Our team strives to provide professional services for a wide range ofbanking products to address customers' different services and financial needs.

We are currently seeking high caliber professionals to join our team as Customer Service Officer / Senior Customer ServiceRepresentative, General Banking Services.

Principal responsibilities :

  • Delivers professional customer service through answering investments & eBanking enquires by phone and email for personal customers to achieve committed phone performance pledges
  • Promotes a wide range of financial services to prospect customers with focus on investment and insurance products.
  • Performs cross-team support in Customer Contact Centre to ensure the provision of premium phone banking services
  • Handles customer complaints properly and performs necessary investigation
  • Manages and report suspicious fraud cases, major incidents and customer feedback to respective internal counterparts timely and properly
  • Ensures all activities are in compliance with the requirement of the Bank and regulatory authorities
  • Requirements :

  • Diploma or Degree Holder; Form Five or DSE Graduates with relevant working experience will also be considered
  • Passes in the Insurance Intermediaries Qualifying Examinations (IIQE) Paper 1, 2 and 3 and Hong Kong Securities and Investment (HKSI) Paper 1, 7 and 8 an advantage
  • Minimum 2 years' of retail banking experience; with knowledge of investment products an advantage
  • Shift hours

  • Strong customer service orientation, with good communication and problem solving skills
  • Proficiency in both English and Chinese, with fluency in Putonghua an advantage
  • High level of customer centricity mindset with dedication to deliver exceptional quality services for customers
  • Candidates with less experience will be considered for the position of Customer Service Officer / Senior Customer Service Representative.)

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