Customer Service Officer

About this role:

At Welab, we should stay connected and keep abreast of the latest technological development to drive for an innovative and digital servicing model to exceed our customer expectation. As a Customer Service Officer, you will be the specialist to provide customer a quality and one-stop services via various touchpoints, i.e. phone, chat, video and email. Be assertive and passionate to resolve customer enquiries and complaints by giving customer a peace of mind in banking with us.

What you’ll do and what success looks like in this role:

  • Handle email, live chat, inbound and outbound call on all customer enquiries in a proactive and positive manner
  • Evaluate problems / issues raised by customer and provide solution effectively to build customer loyalty
  • Handle and resolve customer complaints promptly and escalate to team head if necessary
  • Participate in projects on new process/service development, automation of new process and system enhancement / UAT to improve operational efficiency
  • To perform any other duty as assigned by supervisor

What is required and what we’re looking for:

  • Associate Degree / Diploma or above
  • Minimum of 2 years’ experience in contact center
  • Experience in handling customer complaints is preferred
  • Good in verbal and written English and Chinese
  • Good in customer service mindset and interpersonal communication skill
  • Energetic and able to work under pressure
  • Work shifts is required on weekends and public holidays

WeLab perks:

  • Competitive salary
  • Learning and development stipend, because we value lifelong learning and believe the best way to invest in our employees is to encourage them to continue to learn
  • Work hard and laugh lots (chicken wings and french toast, etc.) with a high-performing, fun and diverse team
  • Weekly afternoon teas and fully stocked fridge
  • Coffee stipend
  • Conveniently located office surrounded by diverse and delicious lunch options
  • Lively office with gaming consoles and a ping pong table
  • Fun extracurricular activities with your colleagues like hiking, yoga, badminton, wine tasting, dragon boat racing, rock climbing, etc.
  • Employee referral bonuses

Awards & recognition:

  • KPMG’s 2018 Fintech Top 100 – #7 in China and #23 globally, only Hong Kong fintech recognized on the list for 3 straight years
  • The Asian Banker’s “Best Business Model” and “Best Data Analytics Initiative” in 2018

We offer competitive salary package to the successful candidate. If you are interested in joining this exciting team, please email your resume to us at [email protected].

All information provided by applicants will be used for recruitment purposes only. Information of unsuccessful applicants will be destroyed within 12 months of receipt.

Submit your resume