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