Customer Services Representative – Call Centre

About the role

The Customer Services Representative works in a call‑centre environment, providing timely and accurate assistance to the bank’s retail and corporate clients across multiple channels. The role supports the bank’s commitment to high‑quality service and helps identify opportunities to promote the bank’s products.

Key responsibilities

• Handle customer enquiries via omni‑channel platforms (phone, email, chat, etc.).
• Provide correct information promptly using the bank’s systems and applications.
• Identify business opportunities and cross‑sell the bank’s products and services.
• Collaborate closely with branches, other departments and teammates.
• Resolve minor complaints and perform simple administrative tasks.
• Gather customer feedback and suggest improvements to products, systems and workflows.
• Work shift duties as required.

Required profile

• Post‑secondary education or higher.
• At least one year of customer‑service experience in the banking or investment industry.
• Well‑organized, punctual, polite and strong sense of responsibility.
• Independent, customer‑oriented, patient, eager to learn and committed to delivering quality service.

Required skills

• Excellent written and spoken English and Cantonese; proficiency in Mandarin.
• Good presentation and communication abilities.
• IIQE and HKSI certification (preferred).