Customer Service Officer (Virtual Bank)

WeLab, a leading pan-Asian fintech platform, operates two digital banks (WeLab Bank and Bank Saqu by Bank Jasa Jakarta) as well as multiple online financial services in Hong Kong, Mainland China, Indonesia, and Malaysia, with over 60 million individual users and over 700 enterprise customers. WeLab uses game-changing technology to help users access credit, save money, and enjoy their financial journey.

At WeLab, we always put our people first. Embarking on a career with WeLab means being part of the driving force to make financial services accessible for everyone. In our flat and agile organization, you will get all the opportunities to make real impacts and deliver change. Most importantly, while you achieve greatness, we will ensure you have an amazing experience at WeLab!

Our team is energetic and passionate who can deliver and execute, and we are looking for intellectually curious, open-minded, and smart-working individuals who are just as passionate as we are about making financial services enjoyable.

Join us to build a better financial future for everyone!   

About You

• You're a go-getter with mad juggling skills (or multiple hats) who can thrive in a fast-paced, agile environment
• You enjoy doing purpose-led and meaningful work
• You have a strong thirst for knowledge and are driven to find solutions that don't exist yet
• You are comfortable with ambiguity and extremely resourceful (in your past life, you could've been a detective)
• You always find a way to get things done without sacrificing the quality of your work, integrity, and values
• No task is off limits for you
• You are humble and prioritize the success of the team over your own with an eagerness to help those around you
• You don't shy away from challenges and can bounce back from setbacks

What you’ll do and what success looks like in this role

• Handle customer call and email enquiries in a positive and professional manner
• Resolve customer complaints promptly and escalate to team head if necessary
• Evaluate problems raised by customer and provide solution effectively to build customer loyalty
• Perform any other duty as assigned by supervisors

主要職責:

• 以專業態度處理顧客的電話及電郵查詢
• 妥善跟進顧客查詢, 並適當時諮詢上司意見
• 建立和保持良好的顧客關係
• 處理其他臨時分配的職責

What is required and what we’re looking for

• Form 7 / DSE or above with 2 years of experience in customer service and call centre
• Strong customer centric mindset with excellent communication and interpersonal skill
• Fluency in Cantonese, English and Mandarin
• Energetic and able to work independently
• Shifts duty are required
• Passed in HKSI Paper 1,7,8 is preferred
• Candidate with more experience will be considered as Senior Officer

入職要求:

• 中七或以上教育程度
• 至少兩年或以上客服或電話銷售經驗
• 良好廣東話, 普通話及英語
• 主動、良好談吐技巧、以客為先
• 需要輪班工作
• 已考獲HKSI試卷1,7,8申請者優先考慮
• 較多經驗的申請者將考慮為高級客戶服務主任

Perks and Benefits to enrich your experience at WeLab:

• Learning and development stipend - we value lifelong learning and believe the best way to invest in our employees is to encourage them to continue to learn
• Wellness and happiness – Numerous activities to let you focus on your physical and mental wellbeing, complemented by happiness dollars (basically, an extra stipend!) to spend on anything that makes you happy. We allow flexible time offs to take care of personal matters and to enjoy time with family and friends.
• Comfortable and positive work environment – Open plan office for easy collaboration and social with your colleagues, or branch out into your own thinking pods when needed, with FREE food and drinks for when you want to recharge
• Work smart, play hard – Connect with your colleagues over food and drinks at the stocked pantry, in the spacious social area with board games and a ping pong table, or over activities like hiking, yoga, badminton, etc.
• A big and contagious smile on everyone’s face to make you happier :)

WeLab’s Awards & Recognitions:

• Asia Banking Finance Retail Banking Awards: Virtual Bank of the Year - Hong Kong
• CNBC Disruptor 50: the only Hong Kong-based company on the list
• Financial Times Asia-Pacific High-Growth Companies: #2 in ranking
• The Chinese University of Hong Kong “Corporate Innovation Index”: #1 in ranking