AI-Powered Contact Centre Transformation Lead

OCBC Group; Hong Kong; Presencial; HKD 250.000 - 400.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive base salary

Flexible benefits

Learning and professional development

Wellbeing support

Descripción de la vacante

OCBC Group is seeking customer-focused professionals for a 7×24 contact centre role in Hong Kong. You will deliver courteous service via phone, email, chat, and other channels, handling inquiries across banking products and supporting continuity during overnight shifts.

Training and accreditation will be provided to ensure high-quality service. The role requires excellent English, Cantonese, and Putonghua communication, plus a degree and banking contact centre experience.

Formación

• Bachelor’s degree or above; HKSI Type 1 RA preferred.
• Minimum 2 years in a Contact Centre within banking/finance.
• Excellent communication and writing skills in English, Cantonese and Putonghua.
• Proficient in MS Office applications including Chinese word processing.

Responsabilidades

• Deliver professional and timely customer service through phone, email, chat and other designated service channels.
• Support the Bank's 7×24 Contact Centre operations on a rotational shift basis, including overnight shifts, weekends and public holidays.
• Handle customer enquiries across multiple banking products and services upon completion of the required training and accreditation.
• Resolve customer complaints and issues effectively, ensuring a positive customer experience.
• Leverage AI-enabled tools, digital solutions and knowledge management platforms to enhance productivity, service quality and customer experience.

Conocimientos

English proficiency

Cantonese

Putonghua

Customer service

MS Office

Quick learner

Educación

Bachelor’s degree or above; HKSI Type 1 RA preferred

Herramientas

MS Office

Chinese word processing

Descripción del empleo

OCBC Group is seeking customer-focused professionals for a 7×24 contact centre role in Hong Kong. You will deliver courteous service via phone, email, chat, and other channels, handling inquiries across banking products and supporting continuity during overnight shifts.

Training and accreditation will be provided to ensure high-quality service. The role requires excellent English, Cantonese, and Putonghua communication, plus a degree and banking contact centre experience.