Digital Customer Service Officer - Contact Centre Business

Digital Customer Service Officer - Contact Centre Business

HSBC
3-8 years
Not Specified

Job Description

Digital Customer Service Officer - Contact Centre Business

Description

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at HSBC. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.


數碼客戶務主任 — 客戶務中心

我們很榮幸連續第八年得香港客戶中心會頒發項,包括年度大最佳呼入呼出客戶務中心金最佳客戶務中心培訓導師金其他數項業個人項,引證我們圑隊供以客為先的務果。
客戶務中心是滙維其在香港銀行業領導地的業務。滙客戶務中心多種方,包括電話等渠,與客戶通,致力滿足客戶的財務需求,並供優質的銀行務,以確業務發展功。客戶務中心亦斷促進滙眾多業務間的相互作,從而其金務水平。
我們誠邀您加入我們團隊,擔任數碼客戶務主任。


主責

  • 以客為先,在客戶務中心供種銀行務
  • 社交媒體和電郵件等數碼務方進行通,極的解客戶需,供相關產務和題解決方案,於必時將客戶轉介至相關部門,並主動地跟進後續情
  • 實個人績效目標和發展
  • 守銀行有關作風險的守則定



  • 香港中學會考或香港中學文憑考試考五科格,包括數學科中國語文科或英國語文科格,或具備更高學歷
  • 具優秀的中英文書通能力
  • 能利廣話,英文普通話
  • 能熟練使用多個電平,時與多客戶通,展高準確度和客戶與度的銀行務
  • 體中文打字速度低於分30個字
  • 具備客戶務經驗者優先
  • 樂加本行的系統性學習計劃,並考險投資產牌照

加入我們的團隊,您享有優厚利待,其中包括:

  • 底薪$16,000起
  • 18天有薪年外有薪 如婚生日產
  • 最高月底薪13%的退休金僱主供款
  • 醫療險障您本人女
  • 員工物業按貸款,貸款物業估價或售價100%
  • 種銀行務產的員工優惠,包括貸款信貸信用
  • 支員工考工作所需的相關專業資格
  • 想晉機會

加入滙, 您將就更多

滙致力營造一個視員工且尊員工見的業文化。我們在包容與多元的環境中,鼓勵續的專業發展,供彈性的工作方與種長的機會,我們為此深感自豪。申請人交之個人資料,銀行將按照網上的隱明使用。


Qualifications
Join our Award Winning Team

Our award-winning Contact Centre Business has received multiple accolades from The Hong Kong Call Centre Association (HKCCA) across several areas such as both Inbound and Outbound Contact Centre of the Year and Contact Centre Trainer of the Year. We’ve also been awarded the ‘Grand Award of the Year 2019’, for the 8th year in a row, which is a great testament to our colleagues who strive to provide customer-first service, making the Contact Centre a great place to work. .
Our Contact Centre Business plays a central role in maintaining our reputation as a leader in banking in Hong Kong. It serves as a vital channel in ensuring successful business development while addressing customers’ different financial needs and delivering quality banking services to our millions of customers through multiple touch points including inbound and outbound calling activities. The value of our Contact Centre Business continues to grow as it cultivates collaboration and improved financial services provision across a broad range of our business areas.
We are currently seeking a high calibre professional to join our team as Digital Customer Service Officer.



What you will be doing
  • Providing customer service and sales support in a contact centre environment on products and propositions that span across various customer segments
  • Providing quality written communication via digital service channels and platforms to resolve customer enquiries to a high level of customer satisfaction
  • Reading and interpreting customer digital enquires to establish their needs and offer relevant products, services and solutions
  • Working across multiple digital platforms, including but not limited to Social Media Platforms and Email
  • Adopting a Customer First mentality by acknowledging and empathizing with customers’ needs and concerns quickly in order to offer appropriate and relevant guidance. Maintaining attention to detail and high accuracy in directing and navigating customers to appropriate resolutions in a timely manner
  • Taking 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-tasking to supporting multiple customers concurrently. Demonstrating resilience within a fast paced environment with evolving customer needs
  • Achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities


What you need to succeed
  • A HKCEE (Hong Kong Certificate of Education Examination) or HKDSE (Hong Kong Diploma of Secondary Education) holder with relevant working experience, or holder of associate degree, higher diploma or degree from a tertiary institution
  • 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
  • Candidates should be computer literate and capable of using and navigating through multiple computer systems and applications



You’ll achieve more when you join HSBC.
www.hsbc.com/careers
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. We particularly welcome applications from people with disabilities, ethnic minorities and individuals returning to the workplace following a career break or retirement, as these groups are currently underrepresented within the financial services industry.
Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
Issued by The Hongkong and Shanghai Banking Corporation Limited.
CCBHK


Job Field : Call Centre
Primary Location : Asia Pacific-Hong Kong-Kowloon-Kowloon City
Schedule : Full-time Shift : Day Job
Type of Vacancy : Country vacancy

About HSBC

HSBC

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