Officer, Customer Services (Contact Centre - SME)

Responsible to handle customer enquiries, feedbacks and instructions through multi-channels (including but not limited to hotline, email, social media) from local SME customer and cross-border SME customer. Acquire SME business by inbound tag-on or outbound tele-marketing. Deliver consistent quality services to maintain the image of professionalism.

Main Responsibilities:

Achieve SME hotline's service level

Handle customer enquiries, feedbacks/complaints and instructions efficiently and effectively

Deliver professional customer service and to meet the required quality standard

Support marketing campaigns enquiries, campaign registration and business referrals

Support outbound telemarketing or tag-on / cross-sell products to enhance services and generate business revenue for the Bank

Achieve all objectives set by Management from time to time

Support on-the job training / attachment to train-up new staff

Comply all internal guidelines, legal and regulatory requirements when delivering job duties

Incumbent Requirements:

Secondary education with minimum 3 years’ relevant experience preferably in customer services of banking industry

Insurance and / or investment license preferred; and possession of related regulatory qualifications and competencies are required

Self-motivated, independent with good communication and interpersonal skills

Good command of written and spoken English, Cantonese & Mandarin

This position is an in-scope position under the Mandatory Reference Checking Scheme. Please refer to the FAQs for In-Scope Individuals issued by the Hong Kong Association of Banks for details.

https://www.hkab.org.hk/tc/page/5/mandatory-reference-checking-scheme-phase-2