Officer, Customer Services (Contact Centre - SME)

About Dah Sing Group
The Dah Sing Group is a leading financial services group in Hong Kong offering banking, insurance, financial and other related services through its growing network of over 70 branches in Hong Kong, Macau and Mainland China.
Our currency is caring, teamwork and progressiveness. We accept that everyone is unique and different in talent, but alike in the capacity for growth. Our task is to shape a culture that creates a sense of pride in achieving something beyond just a job, and an environment where you can be your true and authentic self, like at home.

Responsible to handle customer enquiries, feedbacks and instructions through multi-channels (including but not limited to hotline, email, social media) from local SME customer and cross-border SME customer. Acquire SME business by inbound tag-on or outbound tele-marketing. Deliver consistent quality services to maintain the image of professionalism.

Main Responsibilities:

• Achieve SME hotline's service level
• Handle customer enquiries, feedbacks/complaints and instructions efficiently and effectively
• Deliver professional customer service and to meet the required quality standard
• Support marketing campaigns enquiries, campaign registration and business referrals
• Support outbound telemarketing or tag-on / cross-sell products to enhance services and generate business revenue for the Bank
• Achieve all objectives set by Management from time to time
• Support on-the job training / attachment to train-up new staff
• Comply all internal guidelines, legal and regulatory requirements when delivering job duties

Incumbent Requirements:

• Secondary education with minimum 3 years' relevant experience preferably in customer services of banking industry
• Insurance and / or investment license preferred; and possession of related regulatory qualifications and competencies are required
• Self-motivated, independent with good communication and interpersonal skills
• Good command of written and spoken English, Cantonese & Mandarin

This position is an in-scope position under the Mandatory Reference Checking Scheme. Please refer to the FAQs for In-Scope Individuals issued by the Hong Kong Association of Banks for details.

https://www.hkab.org.hk/tc/page/5/mandatory-reference-checking-scheme-phase-2

Please note that only shortlisted candidates will be notified.