(Contract) Customer Service Officer, Card Lending & Contact Centre

Fubon Bank (Hong Kong); Hong Kong; Sur place; HKD 134 000 - 201 000; Plein temps

Résumé du poste

Fubon Bank (Hong Kong) is hiring a Customer Service Officer to handle inquiries through Hotline, E-mail, and Live Chat, ensuring timely and professional responses. You will resolve customer questions at first contact when possible and complete requests within regulatory guidelines.

You will identify customer needs, promote suitable banking services, and refer to the appropriate unit. English, Cantonese, and Mandarin skills are essential as you coordinate across teams and handle feedback.

Qualifications

• Fresh graduate welcome; HKCEE / HKDSE or above.
• 1+ year of Call Centre experience preferred, especially in Banking.
• Excellent customer-service attitude with good communication and teamwork.
• Strong Chinese and English language skills, including Mandarin; able to handle multiple tasks.

Responsabilités

• Handle inquiries via Hotline, E-mail, Live Chat and other channels promptly and professionally.
• Address customer questions at first point of contact where possible.
• Complete customer requests within agreed timeframes and follow regulatory procedures.
• Identify customer needs and promote relevant banking services; refer to appropriate unit as needed.
• Coordinate with internal teams to resolve customer feedback or dissatisfaction.
• Conduct outbound follow-up calls to customers and perform assigned tasks by team head.

Connaissances

Communication skills

Customer service

Team player

Problem solving

Multi-tasking

Bilingual Chinese & English

Formation

HKCEE / HKDSE or above

Description du poste

• Handle incoming enquiries and/or instructions through different service channels (e.g., Hotline, E-mail, Live Chat, etc.) in a timely and professional manner.
• Provide quality service & address customer’s query at first time they call where possible.
• To complete customer’s instruction and/or request within an agreed timeframe and strictly in adhere to all regulatory requirements and internal procedure (e.g., SOPs).
• Identify customer’s needs and proactively offer relevant banking services/products (e.g., General Insurance) and/or refer to respective unit for further handling.
• Coordinate with respective parties to resolve customer’s feedback/dissatisfaction.
• Conduct outbound service follow-up call to customer.
• Carry out special assignments as assigned by team head.

Requirements:

• HKCEE / HKDSE or above. Fresh graduate is also welcome.
• Minimum 1-year experience in Call Centre industry, preferably in Banking industry.
• Excellent customer-serving manner, a good team player with good communication skills and strong sense of responsibilities.
• Good command in spoken and written Chinese and English, including Mandarin.
• Strong problem-solving skill and able to manage multi-tasks
• Professional qualification with IIQAS Paper 1 to 3 is preferable.