Senior Customer Service Representative

6 days ago

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

About Hang Seng Bank

Hang Seng is a leading financial institution committed to delivering exceptional service to its customers. Our team of professionals is dedicated to providing best-in-class products and services, and we are seeking high-calibre talent to join our ranks.

Customer Contact Centre

Our Customer Contact Centre has been recognized for its excellence in phone banking services. We strive to provide professional services to a wide range of banking products, addressing customers' diverse needs and financial requirements.

Job Summary

We are currently seeking a Senior Customer Service Officer to join our IPS Section. The successful candidate will be responsible for managing customer calls, delivering quality phone banking services, and resolving customer issues in a timely manner.

Key Responsibilities

  • Manage customer calls and deliver quality phone banking services to Prestige & Preferred banking customers efficiently and effectively.
  • Handle customer opinions/feedback and resolve customer issues in a timely manner to avoid unnecessary complaints.
  • Explore cross-selling opportunities through services in a proactive manner.
  • Act as a helper for new joiners to familiarize them with the Bank's operations and products.
  • Keep abreast of banking products and exchange knowledge and experience with colleagues to improve service quality.
  • Work closely with internal counterparts to ensure all activities are in compliance with the Bank's requirements and regulatory authorities.
  • Provide support to other inbound teams when necessary.

Requirements

  • Diploma or degree holder; or a pass in HKCEE including Math's plus Chinese or English or be a holder of HKDSE with relevant working experience will also be considered.
  • Passes in the Insurance Intermediaries Qualifying Examinations (IIQE) Paper 1, 2, and 3 and Hong Kong Securities and Investment (HKSI) Paper 1, 7, and 8 are a must.
  • Minimum 2 years of retail banking/phone banking experience; with exposure to call center operations & knowledge of life insurance products are an advantage.
  • Shift duty is required on weekends and public holidays.
  • Strong customer service orientation, with good communication and problem-solving skills.
  • High level of customer-centricity mindset with dedication to deliver exceptional quality services for customers.
  • Proficiency in both English and Chinese, with fluency in Putonghua an advantage.
  • Good knowledge of application software.

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