Customer Services Officer

Responsibilities: 

• Handle irregular refund, carry out investigation and resolve irregular cases by effective liaison with merchants, vendors, cardholders, member banks and internal departments
• Provide a professional enquiry service to customers by handling verbal and written enquiries and resolving complaints in an effective and efficient manner
• Collect information from customers and merchants tactfully for identifying and investigating of fraudulent and suspicious transactions
• Solicit feedback from customers to improve product feature changes and system enhancements. Review the daily operating procedures constantly to reduce redundancy, improve efficiency and effectiveness
• Prepare statistics and management reports on daily operations for ongoing service improvement
• Monitor the on-site terminal performance and maintenance service provided by service providers
• Support the monitoring of PPS internet site performance and member banks’ and key merchants’ systems and provide contingency and recovery support to merchants and acquirers on reconciliation of daily file transmission
• Review working procedures and recommend work improvement procedures to increase productivity and operational efficiency.

Qualifications: 

• Hong Kong Certificate of Education Examination or Hong Kong Diploma of Secondary Education holder or holder of associate degree, higher diploma or degree from a tertiary institution with significant working experience in banking or customer services
• Have good telephone manner, customer focused mindset with effective communication skill
• Sound problem solving, negotiation, planning and organizing skills
• Ability to work independently and under pressure
• Self-motivated, possesses good interpersonal skills and a good team player
• Good command of Cantonese, English and Putonghua
• Microsoft Word, Excel and PowerPoint, internet operating skills and computer security  

Opening up a world of opportunity
http://www.hsbc.com/careers

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited.

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