Customer Service Officer - Retail Banking and Wealth Management
HSBC Group
Hong Kong, China


Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

Retail Banking and Wealth Management serves millions of customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures.

It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-

centric propositions and innovative and efficient distribution channels.

We are currently seeking a high caliber professional to join our team as Customer Services Officer .

Principal responsibilities

Handle enquiries, resolve complaints from merchants and cardholders of EPS Company Limited through telephone and emails in relation to the operation and promotional activities of various service products.

Monitor the on site terminal performance and maintenance service provided by service providers.

Receive, investigate, resolve and respond to enquiries or complaints on irregular transactions from merchants and cardholders

Solicit feedback from customers to improve product feature changes and system enhancements.

Review the daily operating procedures constantly to reduce redundancy, improve efficiency and effectiveness.

Prepare statistics and management reports on daily operations for ongoing service improvement.

Support the monitoring of PPS internet sites performance and member banks or key merchants system

Provide contingency recovery support to merchants or acquirers on reconciliation file daily transmission

Review working procedures and recommend work improvement procedures to increase productivity and operational efficiency.

Prepare to work on

Shift basis from Monday to Sunday as required including Public Holidays from 9am to 10pm


Hong Kong Certificate of Education Examination or Hong Kong Diploma of Secondary Education holder with significant working experience in banking or customer services, or holder of associate degree, higher diploma or degree from a tertiary institution

Solid problem solving and leadership capabilities

Good planning and organizational skills

Ability to work effectively, independently and while under pressure

Self motivated and customer focused approach

Proficiency with common software such as Microsoft Word, Excel and PowerPoint, along with internet operating skills and a good knowledge of computer security

Good negotiation and communication skills, with a pleasant telephone manner

Strong written and spoken English, Cantonese and Putonghua, along with Chinese typing skills

You’ll achieve more when you join HSBC.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

通過點擊“持續”,我允許neuvoo同意處理我的數據並向我發送電子郵件提醒,詳見neuvoo的 隱私政策 。我可以隨時撤回我的同意或退訂。