Customer Services Officer – Contact Centre (Banking)

About the role

The Customer Services Officer works in the contact centre to handle enquiries, instructions and complaints from personal and corporate banking customers. The role supports multiple channels such as inbound phone banking, e‑Banking, Mobile Banking, ATM, email and social media, aiming to deliver consistent, one‑stop service and meet the objectives set by management.

Key responsibilities

• Respond to customer enquiries and process personal and corporate instructions efficiently.
• Resolve customer complaints skillfully and ensure satisfactory outcomes.
• Promote and acquire business opportunities, referring prospects to branches and other sales units.
• Collaborate with branches and related support units to deliver seamless service.
• Conduct on‑the‑job training for new team members.
• Perform routine clerical duties, daily reconciliation and reporting while complying with internal, legal and regulatory requirements.

Required profile

• Secondary education with at least 1 year of relevant experience in banking customer service.
• Experience in digital services or SME corporate client service is preferred.
• Possession of insurance or investment licence and related regulatory qualifications is advantageous.
• Strong communication and interpersonal skills with good written and spoken English and Chinese; fluency in Putonghua is highly preferred.
• Willingness to work shift duties: Monday to Friday 9:00 am–10:00 pm and Saturday 9:00 am–5:30 pm.