Customer Services Officer (Contact Centre - General Banking)

Classy Wheeler Limited; Hong Kong; On-site; HKD 179,000 - 290,000; Full time

Job summary

Classy Wheeler Limited is seeking a customer service professional for a leading banking and financial services group. The role handles inquiries, instructions, and after-sales support across channels, delivering high-quality, one-stop service to clients in North Point.

You will address complaints, identify cross-sell opportunities, process applications and transactions, train new team members, and ensure compliance with industry regulations.

Qualifications

• Possess secondary education or above, with a minimum of 1 year of relevant customer service experience, ideally within the banking industry.
• Must possess valid IIQE insurance license qualifications; investment license or experience with digital/SME corporate services is preferred.
• Demonstrate strong communication, problem-solving, and interpersonal skills to manage customer interactions professionally.
• Excellent command of written and spoken English and Chinese, with fluency in Mandarin being highly preferred.

Responsibilities

• Deliver high-quality, one-stop service to handle customer inquiries, personal and corporate customer instructions, and after-sales support efficiently.
• Address and resolve customer complaints skillfully and effectively across multiple channels, including phone, eBanking, Mobile Banking, email, and social media.
• Identify business opportunities and cross-sell or refer potential leads to branch networks and other sales units.
• Execute customer applications, financial transactions, and service instructions accurately while ensuring smooth collaboration with internal business units.
• Assist in training new team members, conduct daily reconciliations, prepare routine reporting, and perform basic administrative duties.
• Maintain compliance with all internal guidelines, legal regulations, and industry requirements during daily operational duties.

Skills

Communication skills

Problem-solving

Interpersonal skills

Education

Secondary education

IIQE license preferred

Job description

Client Description

Company Description: A leading banking and financial services group offering comprehensive retail, commercial, and wealth management services to individual and corporate clients. Location: North Point Nature: Permanent

Job Description

• Deliver high-quality, one-stop service to handle customer inquiries, personal and corporate customer instructions, and after-sales support efficiently.


• Address and resolve customer complaints skillfully and effectively across multiple channels, including phone, eBanking, Mobile Banking, email, and social media.


• Identify business opportunities and cross-sell or refer potential leads to branch networks and other sales units.


• Execute customer applications, financial transactions, and service instructions accurately while ensuring smooth collaboration with internal business units.


• Assist in training new team members, conduct daily reconciliations, prepare routine reporting, and perform basic administrative duties.


• Maintain compliance with all internal guidelines, legal regulations, and industry requirements during daily operational duties.

Job Requirements

• Possess secondary education or above, with a minimum of 1 year of relevant customer service experience, ideally within the banking industry.


• Must possess valid IIQE insurance license qualifications; investment license or experience with digital/SME corporate services is preferred.


• Demonstrate strong communication, problem-solving, and interpersonal skills to manage customer interactions professionally.


• Excellent command of written and spoken English and Chinese, with fluency in Mandarin being highly preferred.


• Willingness to work a 5-day shift rotation between Monday and Saturday (Monday to Friday: 9:00 AM – 10:00 PM, Saturday: 9:00 AM – 5:30 PM, 9-hour shifts).