Senior Customer Service Officer, IPS Section

A Career with Hang Seng Bank

Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.

Customer Contact Centre

Hang Seng's Customer Contact Centre has been ranked one of the best phone banking service providers for consecutive years. Our team strives to provide professional services for a wide range of banking products to address customers' different services and financial needs. We are currently seeking high caliber professionals to join our IPS Section as  Senior Customer Service Officer .

Principal responsibilities: 

• Manage customer calls and deliver quality Phone Banking services to Prestige & Preferred banking customers efficiently and effectively.
• Handle customer opinion/ feedback and resolve customer issues at a timely manner to avoid unnecessary complaints.
• Explore cross selling opportunities through services in a pro-active manner.
• Act as a helper for new joiners to familiarize with the Bank’s operations and products.
• Keep abreast of the banking products and exchange knowledge and experience with colleagues to improve services quality.
• Work closely with internal counterparts to ensure all activities are in compliance with the requirement of the Bank and regulatory authorities.
• Provide support to other inbound teams when necessary. 

Requirements

• Diploma or Degree Holder; or a pass in HKCEE including Math’s plus Chinese or English or be a holder of HKDSE with relevant working experience will also be considered.
• Passes in the Insurance Intermediaries Qualifying Examinations (IIQE) Paper 1, 2 and 3 and Hong Kong Securities and Investment (HKSI) Paper 1, 7 and 8 a must.
• Minimum 2 year of retail banking / phone banking experience; with exposure to call center operations & knowledge of life insurance products are an advantage.
• Shift duty is required on weekends and public holidays.
• Strong customer service orientation, with good communication and problem-solving skills.
• High level of customer centricity mindset with dedication to deliver exceptional quality services for customers.
• Proficiency in both English and Chinese, with fluency in Putonghua an advantage
• Good knowledge of application software

(Candidates with less experience will be considered as Customer Service Officer)

Visit Hang Seng Career Page and sign up with our Talent Community to receive the latest information about our career opportunities in Hang Seng Hong Kong. All information provided by applicants will be used only for recruitment purposes and will be used strictly in accordance with the Bank's personal data policies, a copy of which may be obtained by the applicant upon request. Unless otherwise instructed in writing by the applicant concerned, applicants may be considered for other suitable positions within the Bank and its related companies. The personal data of unsuccessful job applicants may be retained for a maximum of two years from the date when the job application is rejected and such data may be retained for a longer period if there is a subsisting reason that obliges the Bank to do so, after which the personal data will be destroyed.