Customer Services Officer – SME Contact Centre

About the role

The role involves handling enquiries, feedback and instructions from local and cross‑border SME customers through multiple channels such as hotline, email and social media. The officer will also support inbound and outbound marketing activities to acquire and grow SME business for the bank.

Key responsibilities

• Achieve the SME hotline’s service level targets and deliver professional, high‑quality customer service.
• Handle customer enquiries, complaints and instructions efficiently across all channels.
• Support marketing campaign enquiries, registrations and business referrals.
• Conduct outbound tele‑marketing, tag‑on and cross‑sell activities to generate revenue.
• Meet all objectives set by management and assist in training new staff.
• Ensure compliance with internal guidelines, legal and regulatory requirements.

Required profile

• Minimum secondary education with at least 3 years of relevant experience, preferably in banking customer service.
• Insurance or investment licence and related regulatory qualifications are preferred.
• Self‑motivated, independent with strong communication and interpersonal skills.
• Fluent in written and spoken English, Cantonese and Mandarin.