Customer Service Representative, Chat

Standard Chartered Bank (Hong Kong) Ltd; Hong Kong; Hybrid; HKD 156,000 - 234,000; Full time

Benefits offered by this job

Flexible working patterns

Annual leave

Wellbeing support

Job summary

Standard Chartered Bank (Hong Kong) Ltd is seeking a Customer Service Representative, Chat, to act as a centralized support point for clients across chat, phone, and other digital channels. You will deliver precise information, address inquiries, and maintain exceptional service quality.

In this role you will handle inquiries, resolve problems, and identify cross-sell opportunities while adhering to AML and regulatory requirements in a fast-paced, multi-channel environment.

Qualifications

• Experience in a contact centre, digital servicing or customer service role preferred.
• Strong communication skills (written and verbal) and good digital literacy.
• Customer-focused with strong problem-solving and attention to detail.
• Ability to work in a fast-paced, target-driven, multi-channel environment.
• High level of integrity and commitment to ethical and compliant conduct.

Responsibilities

• Handle client enquiries via chat, phone and other digital channels in a professional manner.
• Provide accurate information on products and services tailored to client needs.
• Resolve client problems and complaints efficiently.
• Execute client instructions accurately and within agreed timelines.
• Identify opportunities to cross-sell relevant Bank products and services.
• Record client interactions and feedback for service and process improvement.
• Meet defined productivity, service quality and performance targets.
• Comply with departmental procedures, internal policies, AML standards and regulatory requirements.

Skills

Multi-channel handling

Communication skills

Customer-focused

Problem-solving

Integrity and compliance

Job description

We are looking for a Customer Service Representative, Chat, to serve as a centralized support point for clients through their preferred communication channels (Click-to-Chat, phone, etc.). You will deliver precise and prompt information about products and services, address inquiries effectively, and maintain a consistently exceptional level of service quality.

Key Responsibilities

• Handle client enquiries via chat, phone and other digital channels in a professional manner.
• Provide accurate information on products and services tailored to client needs.
• Resolve client problems and complaints efficiently.
• Execute client instructions accurately and within agreed timelines.
• Identify opportunities to cross-sell relevant Bank products and services.
• Record client interactions and feedback for service and process improvement.
• Meet defined productivity, service quality and performance targets.
• Comply with departmental procedures, internal policies, AML standards and regulatory requirements.

Job Summary

We are looking for a Customer Service Representative, Chat, to serve as a centralized support point for clients through their preferred communication channels (Click-to-Chat, phone, etc.). You will deliver precise and prompt information about products and services, address inquiries effectively, and maintain a consistently exceptional level of service quality.

Key Responsibilities

• Handle client enquiries via chat, phone and other digital channels in a professional manner.
• Provide accurate information on products and services tailored to client needs.
• Resolve client problems and complaints efficiently.
• Execute client instructions accurately and within agreed timelines.
• Identify opportunities to cross-sell relevant Bank products and services.
• Record client interactions and feedback for service and process improvement.
• Meet defined productivity, service quality and performance targets.
• Comply with departmental procedures, internal policies, AML standards and regulatory requirements.

Skills and Experience

• Experience in a contact centre, digital servicing or customer service role preferred.
• Strong communication skills (written and verbal) and good digital literacy.
• Customer-focused, with strong problem-solving skills and attention to detail.
• Ability to work in a fast-paced, target-driven, multi-channel environment.
• High level of integrity and commitment to ethical and compliant conduct.

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

The world's best international bank, leading the way in Asia, Africa and the Middle East Standard Chartered PLC, listed on both London and Hong Kong stock exchanges, ranks among the top 25 companies in the FTSE-100. The London-headquartered Group has operated for over 150 years in some of the world's most dynamic markets. Its income and profits have more than doubled over the last five years primarily as a result of organic growth and supplemented by acquisitions.

Standard Chartered aspires to be the best international bank for its customers across its markets. The Bank derives more than 90 per cent of its operating income and profits from Asia, Africa and the Middle East, generated from its Wholesale and Consumer Banking businesses. The Group has around 1,750 branches and outlets located in over 70 countries.

The extraordinary growth of its markets and businesses creates exciting and challenging international career opportunities. Leading by example to be the right partner for its stakeholders, the Group is committed to building a sustainable business over the long term and is trusted worldwide for upholding high standards of corporate governance, social responsibility, environmental protection and employee diversity. It employs 75,000 people, nearly half of who are women. The Group's employees are of 115 nationalities, of which 60 are represented among senior management.

Standard Chartered is an equal opportunity employer. We have a meritocratic culture where each individual employee is valued and respected for who they are as a person and for what they bring to the organisation. Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage.

The world's best international bank, leading the way in Asia, Africa and the Middle East Standard Chartered PLC, listed on both London and Hong Kong stock exchanges, ranks among the top 25 companies in the FTSE-100. The London-headquartered Group has operated for over 150 years in some of the world's most dynamic markets. Its income and profits have more than doubled over the last five years primarily as a result of organic growth and supplemented by acquisitions.

Standard Chartered aspires to be the best international bank for its customers across its markets. The Bank derives more than 90 per cent of its operating income and profits from Asia, Africa and the Middle East, generated from its Wholesale and Consumer Banking businesses. The Group has around 1,750 branches and outlets located in over 70 countries.

The extraordinary growth of its markets and businesses creates exciting and challenging international career opportunities. Leading by example to be the right partner for its stakeholders, the Group is committed to building a sustainable business over the long term and is trusted worldwide for upholding high standards of corporate governance, social responsibility, environmental protection and employee diversity. It employs 75,000 people, nearly half of who are women. The Group's employees are of 115 nationalities, of which 60 are represented among senior management.

Standard Chartered is an equal opportunity employer. We have a meritocratic culture where each individual employee is valued and respected for who they are as a person and for what they bring to the organisation. Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage.

What can I earn as a Customer Service Representative