• Handling all kinds of investment related enquiries via phone/ chat/ email channels.
• Handling social media inbox.
• Handle escalation cases with investigation done.
• Feedback and provide solutions to increase the efficiency within CS team.
• Escalate ad hoc incidents and propose appropriate actions to the management team.
• Tasks will be assigned per the business needs.

Skills and Experience

• Higher Diploma or above.
• 3 years’ experience in contact center, preferably gained in the financial services industry & chat team.
• Knowledge of the major retail banking products, especially unsecured lending & investment.
• Possess customer centric and positive mindset with a can-do attitude.
• Native in Cantonese, and fluency in English to handle daily interactions with internal and external stakeholders.
• Good at written Chinese and English.
• Willing to work hands-on under a lean organization structure.
• Ability to multi-task, prioritize and manage time effectively; remain calm under pressure, especially during peak hours or intense situations.
• Basic knowledge of using Mac and OS, and the latest office cloud applications.
• Must need to hold a valid HKSI Paper 1, 7 & 8 license.
• Working Hours: Monday to Friday: 9-6pm; Sat & Sunday: 9-6pm, 6pm-10:30pm