Senior Investment Customer Care Specialist

Senior Customer Care Officer (INV)Senior Customer Care Officer (INV)Customer ServiceHong Kong (SAR)P; Hong Kong; On-site; HKD 420,000 - 540,000; Full time

Job summary

Senior Customer Care Officer (Investment) in Hong Kong is needed to handle enquiries via phone/chat/email across banking, credit and investments. You will escalate cases, contribute to training and share best practices with new joiners.

Must hold Type 1 HKSI license and a Higher Diploma or above, with 3 years in contact center, preferably in financial services. Cantonese native and fluent English are required.

Qualifications

• Must hold a valid Type 1 HKSI license.
• Higher Diploma or above.
• 3 years’ experience in contact center, preferably gained in the financial services industry & chat team.
• Knowledge of the major retail banking products, especially unsecured lending & investment.
• Native in Cantonese, and fluency in English to handle daily interactions with internal and external stakeholders.
• Good written Chinese and English.

Responsibilities

• Handle all kinds of banking, credit, investment enquiries via phone/ chat/ email channels.
• Handle escalation cases with investigation done
• Support training, coaching and share the best practice to new joiners
• Feedback and provide solutions to increase the efficiency within CS team
• Escalate ad hoc incidents and propose appropriate actions to the management team
• Tasks will be assigned per the business needs

Skills

Customer service

Escalation handling

Coaching & training

Time management

Calm under pressure

Mac OS familiarity

Education

Higher Diploma or above

Type 1 HKSI license

Job description

Senior Customer Care Officer (Investment) in Hong Kong is needed to handle enquiries via phone/chat/email across banking, credit and investments. You will escalate cases, contribute to training and share best practices with new joiners.

Must hold Type 1 HKSI license and a Higher Diploma or above, with 3 years in contact center, preferably in financial services. Cantonese native and fluent English are required.