Senior Customer Care Officer

6 days ago

Hong Kong, Central and Western District, Hong Kong SAR China Standard Chartered Life and Careers Full time


• Handling all kinds of banking, credit, investment enquiries via phone/ chat/ email channels

• Handling social media inbox

• 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 and Experience


• 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

• Possess customer centric and positive mindset with a can-do attitude

• Native in Cantonese, and fluency in English to handle daily interactions with internal and external stakeholders.

• Good at written Chinese and English

• Willing to work hands-on under a lean organization structure.

• Ability to multi-task, prioritize and manage time effectively; remain calm under pressure, especially during peak hours or intense situations.

• Basic knowledge of using Mac and OS, and the latest office cloud applications

• Must hold a valid Type 1 HKSI license

• Will consider as Customer Care Officer (INV) with less experience

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

  • Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
  • Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
  • Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

  • Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
  • Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
  • Flexible working options based around home and office locations, with flexible working patterns.
  • Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
  • A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
  • Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.
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