Customer Experience & Digital Concierge

HSBC Holdings plc; Hong Kong; On-site; HKD 201,000 - 268,000; Full time

Job summary

HSBC Holdings plc in Hong Kong is seeking a Customer Service Officer to welcome customers, understand their needs, manage branch flow, and direct them to the right channel or specialist counter. You will support using self-service and digital tools to complete requests.

Requirements: secondary school graduation (HKCEE/HKDSE or equivalent), fluency in Cantonese and English (Mandarin a plus), and willingness to work day shifts including weekends and public holidays.

Qualifications

• Secondary school graduation with HKCEE/HKDSE or equivalent.
• Fluent in Cantonese and English; Mandarin a plus.
• Willing to work daytime shifts including weekends and public holidays.
• Customer-centric mindset with strong communication skills.

Responsibilities

• Welcome customers, understand their needs, manage branch traffic, and direct them to the right service channel or specialist counter.
• Support customers to use self-service and digital tools to complete requests efficiently.
• Handle general enquiries on products, promotions and rewards.
• Promote bank offers, campaigns and mobile app features based on customer needs.
• Support basic wealth and investment-related enquiries and guide customers to relevant digital wealth tools or specialists.
• Identify service opportunities and make referrals to Relationship Managers and specialist teams.
• Manage branch merchandise display and maintain high standards of presentation across customer areas.
• Back up counter-based customer service including assisting customers with accessibility needs.

Skills

Interpersonal communication

Bilingual Cantonese & English

Digital literacy

Customer-centric mindset

Education

Secondary school diploma (HKCEE/HKDSE or equivalent)

Job description

HSBC Holdings plc in Hong Kong is seeking a Customer Service Officer to welcome customers, understand their needs, manage branch flow, and direct them to the right channel or specialist counter. You will support using self-service and digital tools to complete requests.

Requirements: secondary school graduation (HKCEE/HKDSE or equivalent), fluency in Cantonese and English (Mandarin a plus), and willingness to work day shifts including weekends and public holidays.