Customer Service Officer (Phone Banking-General Banking)

Hong Kong Job Consulting; Hong Kong; On-site; HKD 201,000 - 312,000; Full time

Job summary

Hong Kong Job Consulting is assisting a reputable local bank in Hong Kong to hire a Customer Services Officer (Phone Banking - General Banking). The role answers customer inquiries, processes instructions, and handles personal and corporate customer requests through multiple channels.

Responsibilities include delivering consistent service, resolving complaints, referring business to branches, handling applications and transactions accurately, and maintaining accurate records.

Qualifications

• Secondary education with at least 1 year of relevant banking experience.
• Insurance and/or investment licenses are preferred; regulatory qualifications and competencies are required.
• Strong communication and interpersonal skills.
• Good command of written and spoken English and Chinese.
• Fluent in Putonghua is highly preferred.

Responsibilities

• Answer customer inquiries and process instructions/transactions accurately.
• Handle customer complaints effectively to ensure satisfaction.
• Acquire business opportunities and refer business to branches and other units.
• Collaborate with branches to provide a seamless customer experience.
• Conduct routine clerical duties and daily reconciliation/reporting.
• Comply with internal guidelines, legal and regulatory requirements.

Skills

Communication

Interpersonal

English

Chinese

Putonghua

Education

Secondary education

Tools

Insurance license

Regulatory qualifications

Job description

Customer Service Officer (Phone Banking--General Banking)

Job Openings Customer Service Officer (Phone Banking--General Banking)

About the job Customer Service Officer (Phone Banking--General Banking)

Officer, Customer Services (Phone Banking - General Banking)

A reputable local Bank in Hong Kong with a well-established Branch Network is looking for a Customer Services Officer to join her Direct Channel Department in Retail Banking for answering customer inquiries, handling personal & corporate customers instructions/complaints, and acquire business through multiple channels.

Responsibilities:

• Deliver consistent quality services, efficiently handle customers' inquiries and instructions, and provide after-sales support.
• Ensure that customer complaints are skillfully and effectively handled to ensure customer satisfaction.
• Achieve the service standards and objectives set by Management.
• Acquire business opportunities and refer business to branches and other sales units.
• Handle customer applications, transactions, and instructions accurately and efficiently.
• Collaborate with branches and other related business/support units to provide a seamless customer experience.
• Conduct job training for new team members to ensure competency in their responsibilities.
• Perform routine clerical duties and carry out daily reconciliation and reporting for accurate record-keeping.
• Comply with internal guidelines, legal, and regulatory requirements when delivering job duties.

Requirements:

• Secondary education with a minimum 1 year's relevant experience preferably in customer services of the banking industry; experience in digital services and/or SME corporate client service is an advantage.
• Insurance and/or investment license is preferred; and possession of related regulatory qualifications and competencies is required.
• Good communication and interpersonal skills.
• Good command of written and spoken English and Chinese.
• Fluent in Putonghua is highly preferred.