Senior CX Officer: Multichannel Support & Process Impact

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 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.