Customer Service Officer

Customer Service Officer

We are currently seeking a high-calibre professional to join our team as a Customer Service Officer.

Responsibilities

• Deliver engaging customer experiences beyond banking services, including partner services, customer events, and gamifications, and provide basic hospitality support in meeting areas.
• Welcome customers, understand their needs, manage branch traffic, and direct them to the right service channel, colleague, or specialist counter.
• Assist customers in using self-service and digital tools (e.g., kiosks/digital directory, mobile app) to complete requests efficiently.
• Handle general customer enquiries on products, promotions, and rewards; explain how to earn and redeem rewards.
• Promote bank offers, campaigns, and mobile app features based on customer needs.
• Support basic wealth and investment-related enquiries and guide customers to relevant digital wealth tools or specialists where appropriate.
• Identify service opportunities and make referrals to Relationship Managers and specialist teams.
• Manage branch merchandise display and maintain high standards of presentation across customer areas.
• Back up counter-based customer service when needed, including assisting customers with accessibility needs.

Qualifications

• Secondary school graduate with a pass in 5 subjects for HKCEE or HKDSE, including Math and either Chinese or English (equivalent or above preferred).
• Good interpersonal and communication skills with fluency in Cantonese and English; Mandarin is a definitive advantage.
• Flexible and willing to work daytime shifts on weekends and public holidays as required (Branch Operating Hours for reference: Mon–Sat, 9:00–19:00; Sun, 12:00–19:00).
• Customer-centric mindset with commitment to delivering quality service.
• Self-motivated and adaptable to a service environment.
• Digital savvy with the ability to assist customers in using digital/self-service channels (e.g., mobile app, kiosks, e-forms) and adapt quickly to learn new systems.
• Customer service experience preferred.