Customer Service Officer – Distribution Contact Centre

About the role

The Distribution Contact Centre in Hong Kong is seeking a Customer Service Officer who will be the first point of contact for agents handling individual financial product enquiries. You will use your communication skills to resolve queries across phone, live chat and email while supporting operational excellence.

Key responsibilities

• Handle enquiries and requests related to individual financial products from agents.
• Resolve queries via phone, live chat and email with professional, tactful service.
• Provide support to management and suggest productivity or service improvements.
• Ensure accuracy, compliance and high‑quality standards for all processed requests.
• Assist with ad‑hoc tasks to meet business needs.

Required profile

• 3+ years of customer service experience (preferred but not mandatory).
• HKDSE/HKCEE or diploma qualification; IIQE 1,3,5 preferred.
• Previous experience in a call‑centre or service‑centre environment.
• Familiarity with individual financial, life, group life, medical insurance or wealth‑management products.
• Excellent telephone manner, strong interpersonal skills and a pleasant, mature personality.
• Self‑motivated, able to work independently and follow through on commitments.
• Adherence to quality standards and fast, accurate typing (45+ wpm).
• Proficient in English and Chinese (written and spoken).

Required skills

• Microsoft Word
• Microsoft Excel

What we offer

• Competitive salary and benefits package.
• Clear growth trajectory with professional development and leadership opportunities.
• Flexible work policies promoting work‑life balance.
• Values‑first culture, diversity, equity and inclusion initiatives.
• Opportunities to innovate within the financial services sector.