Senior 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 Senior 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 inbound and outbound calls on all customer enquiries in a proactive and positive manner
  • Evaluate problems/issues raised by customers and provide solution effectively to build customer loyalty
  • Handle and resolve customer complaints promptly and escalate to the team head if necessary
  • Assist team head to prepare call performance MIS report to monitor the performance and the effectiveness of servicing call against the defined SLA
  • Participate in projects on new process/service development, automation of new process and system enhancement/UAT to improve operational efficiency

What is required and what we’re looking for:

  • Degree holder in Business Administration or equivalent disciplines
  • Minimum 5 years’ experience in contact centre of Financial Institution
  • Experience in handling customer complaints is preferred
  • Good in verbal and written English and Chinese (including Putonghua and Cantonese)
  • Customer service mindset and good interpersonal communication skill
  • Persistence in serving different customers
  • Energetic and able to work under pressure
  • Work shifts is required on weekends and public holiday

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.

Submit your resume