Senior Customer Experience Officer

Computershare Hong Kong Investor Services Limited; Hong Kong; On-site; HKD 180,000 - 260,000; Full time

Benefits offered by this job

Flexible work

Wellbeing rewards

Share purchase plan

Recognition awards & team events

Career growth opportunities

Job summary

Computershare Hong Kong Investor Services Limited is seeking a Customer Experience Senior Officer in an office-based role to deliver high-quality service to shareholders. You’ll handle new app-related queries and USM enquiries with timely resolutions across multiple channels.

You will collaborate with Contact Centre managers and internal stakeholders to ensure service delivery levels are met and customer experience is satisfactory, while monitoring feedback and preparing management reports.

Qualifications

• Deliver satisfactory services and responds in a timely manner to shareholder complaint and enquiries.
• Assist in monitoring complaint trends and serve as an escalation point for complex shareholder cases.
• Ensure day-to-day delivery of high-quality customer service, including new app and USM related queries.
• Collaborate with Managers in Contact Centre and internal stakeholders to meet service delivery levels.
• Prepare regular reports on enquiry volumes, complaint resolution status and performance metrics.

Responsibilities

• Manage and handle shareholder complaints and enquiries in a timely, professional, and compliant manner.
• Escalate complex or sensitive shareholder cases with resolution per policies and standards.
• Respond to shareholder enquiries across email, social media platforms, written correspondence, and telephone.
• Oversee day-to-day shareholder enquiries related to USM for accuracy and clarity in communications.
• Monitor, track, and analyse complaint trends to identify root causes and recommend improvements.
• Assist in reviewing and updating standard operating procedures and communication templates to align with changes.
• Prepare regular reports on enquiry volumes, complaint resolution status, and service performance metrics for management review.

Job description

Computershare Hong Kong Investor Services Limited View all jobs

In this office-based position you’ll experience a supportive approach to your wellbeing and continuous learning opportunities in our friendly and inclusive workplace. Find out more at computershare.com/flex.

We give you a world of potential

The Customer Experience Senior Officer role targets to deliver satisfactory services and responds in a timely manner to shareholder complaint and enquiries in multiple channels including customer services hotlines and written enquiries.

The Customer Experience Senior Officer is also expected to work collaboratively across teams and other departments, supporting continuous improvement, monitoring and tracking the complaint and enquiries trends, serve as an escalation point for complex and sensitive shareholder cases, providing resolution pursuant to company policies, regulatory guidelines and services standard.

A role you will love

The Customer Experience Senior Officer is responsible for the day-to-day delivery of high-quality customer service to customer especially related to our new app application and USM related queries, ensuring that the day-to-day resolution of queries are responded to accurately and with agreed timeframes.

The Customer Experience Senior Officer will work closely with Managers in Contact Centre and relevant internal stakeholders to ensure all client activity is actioned and reviewed in order to meet service delivery levels and ensure a satisfactory customer experience can be delivered.

In addition, the role holder will also support the continuous monitoring the customer feedback from numerous channels and prepare regular reports on enquiry volumes, complaint resolution status and performance metrics for management review.

Some other key accountabilities will include:

• Manage and handle shareholder complaints and enquiries in a timely, professional, and compliant manner, ensuring high standards of customer experience
• Serve as an escalation point for complex or sensitive shareholder cases, providing resolution in accordance with company policies, regulatory requirements, and service standards
• Respond to shareholder enquiries across multiple communication channels, including email, social media platforms, written correspondence, and telephone
• Oversee day-to-day shareholder enquiries related to USM, ensuring accuracy, consistency, and clarity in all communications
• Monitor, track, and analyse complaint and enquiry trends to identify root causes and recommend process improvements to enhance service quality
• Assist in reviewing and updating standard operating procedures and communication templates to align with business and regulatory changes
• Prepare regular reports on enquiry volumes, complaint resolution status, and service performance metrics for management review

Rewards designed for you

• Flexible work to help you find the best balance between work and lifestyle.
• Health and wellbeing rewards that can be tailored to support you and your family.
• Invest in our business by setting aside salary to purchase shares in our company, and you’ll receive a company contribution as well.
• Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future.
• And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub.

A company to be proud of

We're a global leader in financial administration with over 11,000 employees across more than 22 different countries. At Computershare, it’s more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.

Fairness and culture

We want to provide you with the opportunity to succeed on your own merits, starting from the application process and continuing throughout your career with us. Our goal is to create an environment where everyone feels valued, to remove barriers and obstacles and ensure equal opportunities for all. For support with accommodations or adjustments during our recruitment process please visit computershare.com/accessfor further information.