Senior Customer Experience Lead - Shareholder Care & Escalations

Computershare

Hong Kong

On-site

HKD 300,000 - 480,000

Full time

7 days ago

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Benefits offered by this job

Flexible work

Health and wellbeing

Share purchase plan

Extra rewards

Job summary

Computershare in Hong Kong seeks a Customer Experience Senior Officer to deliver high-quality service for shareholder enquiries and complaints. Based in Wanchai, you will collaborate across teams, monitor trends, and provide escalation support for sensitive cases while ensuring timely, accurate resolution and strong customer experience.

You will work with Managers in the Contact Centre to meet service levels and contribute to continuous improvement, with regular reporting on performance metrics

Qualifications

Experience delivering high-quality customer service.
Handling shareholder complaints and enquiries.
Experience across channels: email, social media, written and telephone.

Responsibilities

Manage shareholder complaints and enquiries in a timely, professional, and compliant manner.
Serve as escalation point for complex or sensitive shareholder cases.
Respond to enquiries across multiple channels including email, social media, written correspondence, and phone.
Oversee day-to-day enquiries related to USM, ensuring accuracy and clarity in communications.
Monitor trends to identify root causes and support process improvements.
Prepare regular reports on enquiry volumes and service performance.

Skills

Customer service

Complaint handling

Multichannel support

Escalation management

Cross-functional collaboration

Job description

You will work with Managers in the Contact Centre to meet service levels and contribute to continuous improvement, with regular reporting on performance metrics

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