Senior Customer Experience Officer

Computershare; Hong Kong; On-site; HKD 300,000 - 480,000; Full time

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

Location: Wanchai, Hong Kong

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.