Digital Customer Service Officer

4 weeks ago


Hong Kong, Central and Western District, Hong Kong SAR China HSBC Full time
Job Description

We are seeking a highly skilled and customer-focused Digital Customer Service Officer to join our team at HSBC. As a key member of our Contact Centre Business, you will be responsible for providing exceptional customer service and sales support to our customers across various channels.

Key Responsibilities:

  • Provide customer service and sales support in a contact centre environment on products and propositions that span across various customer segments
  • Provide quality written communication via digital service channels and platforms to resolve customer enquiries to a high level of customer satisfaction
  • Read and interpret customer digital enquires to establish their needs and offer relevant products, services and solutions
  • Work across multiple digital platforms, including but not limited to Social Media Platforms and Email
  • Acknowledge and empathize with customers' needs and concerns quickly in order to offer appropriate and relevant guidance
  • Take ownership of enquiries to resolve issues on first contact, and where necessary, direct customers to the appropriate department online and verbally provide an engaging and proactive service
  • Effectively multi-task to support multiple customers concurrently

Requirements:

  • Holder of High Diploma, equivalent or above
  • Strong written communication skills in local language and English with good use of grammar and vocabulary to effectively service customers
  • Fluency in Cantonese, English and Putonghua
  • Hands-on experience in customer service roles, where active listening and effective questioning are required
  • Proficiency in navigating through multiple digital platforms and applications with minimum typing speed of 30 words per minute in Traditional Chinese
  • Ability to multitask and run concurrent customer sessions to a high degree of accuracy and customer engagement

About HSBC:

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.



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