Senior Officer, Contact Centre (Licensed), Consumer Banking

DBS Bank; Hong Kong; On-site; HKD 223,200 - 334,800; Full time

Benefits offered by this job

Competitive salary

Dynamic environment

Job summary

A leading banking institution in Hong Kong is seeking a Customer Service professional to provide one-stop service for product and service enquiries. You will assist customers via phone, live chat, and emails, ensuring a successful customer experience. The ideal candidate is customer-focused, possesses strong communication skills, and is able to work shifts on weekends and public holidays. A competitive salary and benefits package are offered in a dynamic environment.

Qualifications

• Experience in call centre or banking industry is an advantage.
• Qualified to carry out Investment regulated activities (Types 1 and 4) under SFO.
• Fluency in Putonghua is an advantage.

Responsibilities

• Provide one-stop service for product and service enquiries.
• Drive a successful customer experience.
• Meet individual scorecard for call volume and customer satisfaction.
• Attract and retain customers through effective communication.
• Work collaboratively to solve customer issues.
• Report customer complaints and escalate issues when necessary.
• Maintain compliance with operational risk control.

Skills

Excellent communication skills

Customer-focused

Interpersonal skills

Bilingual in English and Chinese

Ability to work in shifts

Education

Post secondary or above, preferably degree holder

Job description

Business Function

Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Responsibilities

• Provide one-stop service to respond product and service enquiries including placing securities trading orders, processing initial public offerings applications and handling enquiries on credit cards and consumer banking products through phone, live chat, offline messaging and emails
• Drive a successful customer experience by assisting at varied skill levels (from offline to online) to implement inbound cross-buy initiatives proactively
• Meet individual scorecard for call volume, availability, service level and customer satisfaction
• Attract and retain customers by answering queries and providing suggestions that lead to short and long-term success
• Work collaboratively with teammates to solve customer issues as quicky and as efficiently as possible
• Report customer complaints and elevate issues when necessary to prevent potential churn
• Maintain appropriate operational risk control and compliance in all aspects in accordance with DBS or regulatory standard and policies
• No sales target is required

Requirements

• Post secondary or above, preferably degree holder in any disciplines
• Qualified to carry out Investment regulated activities (Types 1 and 4) under Securities and Futures Ordinance (SFO) Experience in call centre or banking industry, good knowledge of credit card operations and banking services is an advantage
• Customer-focused with excellent communication and interpersonal skills
• Able to work in shifts on weekends and public holidays
• Good command of written and spoken English and Chinese, fluency in Putonghua is an advantage
• The hiring process for this role is subject to the Mandatory Reference Checking Scheme.
• Candidates with more experience will be considered as Senior Customer Service Executive

Benefits

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

Location

Two Harbour Square

Job

Customer Service

Schedule

Regular

Employee Status

Full time