Digital Customer Service Officer - Contact Centre Business

Wise At Work

July 19, 2019

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REQUIRED EXPERIENCE

Good computer skills, Previous Sales Experience Preferred

THE DETAILS

MPF

Insurance

Annual Leave > 15 days

REQUIRED SKILLS

COMPETENCIES

SOFT SKILLS

ABOUT THE ROLE

數碼客服務主任 — 服務中心

 

客戶服務中心是滙豐維持其在香港銀行業領導地位的重要業務。滙豐客戶服務中心透過多種方式,包括電話等渠道,與客戶溝通,致力滿足客戶不同的財務需求,並提供優質的銀行服務,以確保業務發展成功。客戶服務中心亦不斷促進滙豐眾多業務間的相互合作,從而提升其金融服務水平。

 

我們現誠邀高質素專業人士加入團隊,擔任數碼客服務主任

 

主要職責

  • 以客為先,在客戶服務中心提供銀行服務

  • 透過社交媒體和電子郵件等數碼服務方式進行溝通

  • 了解客戶需求,並提供相關產品、服務和解決問題的方案

  • 有責任感,及時提供解決方案,並於必要時將客戶轉介至相關部門

  • 實現個人績效目標和發展

  • 遵守銀行有關操作風險的守則及規定

 

職位要求

  • 優秀的中英文書面溝通能力

  • 熟練使用多個電子平台

  • 能夠同時執行多項任務及與多位客戶溝通,實現高準確度和客戶參與度

  • 繁體中文打字速度不低於每分鐘30個字

  • 具備客戶服務經驗者優先

  • 樂意參加本行的系統性學習計劃,並獲取保險及投資產品牌照的申請者

  • 香港中學會考或香港中學文憑考試考獲五科合格,包括數學科及中國語文科或英國語文科合格,或具備更高學歷

 

加入我們的團隊,可享受優厚福利待遇,其中包括:

  • 底薪$16,000起

  • 18天有薪年假及額外有薪假 如婚假、生日假、產假

  • 最高可達每月底薪13%的退休金僱主供款

  • 醫療保險保障您本人、配偶及子女

  • 員工物業按揭貸款,貸款額可達物業估價或售價100%

  • 各種銀行服務及產品的員工優惠,包括貸款、信貸、信用卡

  • 支援員工考取工作所需的相關專業資格

  • 理想晉升機會

 

Qualifications
 

Digital Customer Service Officer

 

Contact Centre Business plays a central role in maintaining our reputation as a leader in banking in Hong Kong. It serves as a vital channel in ensuring successful business development while addressing customers’ different financial needs and delivering quality banking services to our millions of customers through multiple touch points including inbound and outbound calling activities. The value of Contact Centre Business continues to grow as it cultivates collaboration and improved financial services provision across a broad range of our business areas.

 

We are currently seeking a high caliber professional to join our team as Digital Customer Service Officer.

 

Principal Responsibilities

  • Provide customer service in a contact centre environment with a customer first mentality

  • Communicate via digital service channels such as social media and email

  • Understand customer needs and offer relevant products, services and solutions

  • Take ownership of issues and provide timely resolutions, where necessary, direct customers to other departments

  • Achieve individual performance expectations and development

  • Maintain appropriate operational risk control and compliance in all activities

 

Requirements

  • Strong written communication skills in Chinese and English

  • Proficiency in navigating through multiple digital platforms

  • Ability to multi task and run concurrent customer sessions to a high degree of accuracy and customer engagement

  • Minimum typing speed of 30 words per minute in Traditional Chinese

  • Experience in customer service is preferred

  • Willingness to study and be licensed for Insurance and Investment product licenses via a structured program sponsored by the bank

  • A pass in five subjects including Mathematics and either Chinese or English in Hong Kong Certificate of Education Examination or Hong Kong Diploma of Secondary Education or above

 

ABOUT THE COMPANY

HSBC, officially known as The Hongkong and Shanghai Banking Corporation Limited, is a wholly owned subsidiary of HSBC, the largest bank in Hong Kong, and operates branches and offices throughout the Asia Pacific region, and in other countries around the world.

Reporting to
Customer Care Business
Responsibility
Individual
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