Customer Service Officer

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

Job summary

HSBC Hong Kong is seeking a Customer Service Officer to join our branch team. You will welcome customers, understand their needs, and direct them to the right service channel while supporting digital self-service tools.

The role emphasizes delivering quality service, promoting offers, and guiding customers to wealth tools or specialists when needed. Flexible weekend/public holiday shifts may be required.

Qualifications

• Secondary school examination with HKCEE/HKDSE pass (Math/Chinese/English preferred).
• Strong interpersonal and communication skills in Cantonese and English.

Responsibilities

• Welcome customers and direct them to the right service channel.
• Support digital self-service tools (kiosks, mobile app) for efficient requests.
• Handle general enquiries on products, promotions and rewards; explain earning/redeeming rewards.
• Promote bank offers, campaigns and mobile app features based on customer needs.
• Guide customers to wealth tools or specialists when needed.
• Identify service opportunities and refer to Relationship Managers or specialists.
• Maintain branch display and presentation; back up counter-based service when needed.
• Assist customers with accessibility needs as required.

Skills

Customer service

Interpersonal skills

Bilingual Cantonese/English

Digital savviness

Education

HKCEE/HKDSE pass

Job description

We are currently seeking a high calibre professional to join our team as a

Customer Service Officer.

In This Role You Will

• Drive engaging beyond banking services (incl. partner services, customer events & gamifications) and provide basic hospitality support in meeting areas.
• Welcome customers, understand their needs, manage branch traffic, and direct them to the right service channel, colleague, or specialist counter.
• Support customers to use self-service and digital tools (e.g., kiosks/digital directory, mobile app) to complete requests efficiently.
• Handle general customer enquiries on products, promotions and rewards; explain how to earn and redeem 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 where relevant.
• 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 if needed, including assisting customers with accessibility needs.

To Be Successful You Will Need

• Secondary school graduate with a pass in 5 subjects for HKCEE or HKDSE including Math, Chinese or English, equivalent or above preferred
• Good interpersonal and communication skills with fluency in Cantonese and English. Mandarin is a definitive advantage.
• Flexible and willing to work daytime shifts on weekends and public holidays as required (Branch Operating Hours for reference: Mon-Sat; 9:00 - 19:00, Sun: 12:00-19:00)
• Customer centric mindset with commitment to deliver quality service
• Self-motivated and adaptable to a service environment
• Digital savvy with the ability to assist customers to use digital/self-service channels (e.g., mobile app, kiosks, e-forms) and adapt quickly to learn new systems.
• Customer service experience preferred