Customer Services Representative – Call Centre & Channel Management

About the role

Join the flagship overseas arm of China’s largest commercial bank as a Customer Services Representative. You will work in a dynamic call‑centre environment, handling client enquiries across multiple channels and supporting the bank’s channel management initiatives.

Key responsibilities

• Respond to customer enquiries via phone, email, chat and other omni‑channel platforms.
• Provide accurate information promptly using the bank’s systems and applications.
• Identify business opportunities and cross‑sell relevant bank products and services.
• Collaborate closely with branches, other departments and teammates to resolve issues.
• Address minor complaints and perform simple administrative tasks.
• Gather customer feedback and suggest improvements to products, systems and workflows.
• Work shift patterns as required, including occasional evenings or weekends.

Required profile

• Post‑secondary education or higher.
• At least 1 year of customer service experience in banking or investment services.
• Well‑organized, punctual, polite and strong sense of responsibility.
• Independent, customer‑oriented, patient, eager to learn and committed to high‑quality service.
• Passed IIQE and HKSI examinations (preferred).

Required skills

• Excellent written and spoken English and Cantonese.
• Proficiency in Mandarin.
• Good presentation and communication abilities.