Specialist, Contact Centre, Corporate Banking

China, Beijing Branch; Hong Kong; On-site; HKD 240,000 - 380,000; Full time

Job summary

China, Beijing Branch in Hong Kong is seeking a Customer Service professional to handle post-sales inquiries related to cash management products, system support, and transaction monitoring. The role acts as the primary client contact, liaising with Relationship Management, Product and Tech Support to ensure responsive service and KPI achievement.

You will gather customer feedback, identify trends, and drive improvements while maintaining professional conduct.

Responsibilities

• Deliver post sales customer service via phone, email and digital channels for cash management, system support, information requests, and transaction monitoring.
• Act as focal point of client contact, coordinating with Relationship Management, Product and Technical support teams for cohesive, responsive service.
• Resolve client requests, including complex cases, coordinating with internal stakeholders to provide timely, accurate responses and drive root-cause analysis where needed.
• Be Electronic / Mobile Banking Platform specialist.
• Solicit customer feedback and identify problem trends for improvement actions.
• Adhere to professional standards of behavior and provide guidance to fellow CSOs.
• Assist in departmental and client process improvement / digitization initiatives.
• Leverage data analytics to generate insights and reduce queries.
• Handle ad-hoc projects.
• Location: One Island East
• Job: Customer Service
• Schedule: Regular
• Employee Status: Full time

Job description

Deliver excellent post sales customer service and handle customer telephone / e-mail / digital channel enquiries which include cash management product, system support, investigation/ information request, transaction monitoring on corporate banking products in an effective and efficient manner in order to achieve total customer satisfaction and KPIs.

Act as focal point of client contact in the overall service relationship, partnering closely with Relationship Management, Product and Technical support team to bring a cohesive support structure and responsiveness to the client.

Responsible for full and satisfactory resolution of the client requests, include complex cases. To achieve this, he/she needs to coordinate amongst internal stakeholders to ensure action and/or obtain information to provide a response to a client's service request in a timely, accurate and client friendly manner and also to drive root cause where appropriate.

Be Electronic / Mobile Banking Platform specialist.

Solicit customers' feedback and identify problem trends for improvement actions.

To adhere to professional standards of behavior & conduct in dealing with customers & provide support/guidance to fellow CSOs.

Assist in the overall departmental and client process improvement/ digitization initiatives.

Leverage data analytics from various sources (e.g., operations, systems, customer feedback) to generate insights and drive query reduction.

Handle ad-hoc projects.

Location: One Island East

Job: Customer Service

Schedule: Regular

Employee Status: Full time