A financial services provider seeks a (Senior) Customer Services Officer to enhance client engagement and service excellence, delivering trusted support across wealth and pension solutions in Hong Kong.
Key responsibilities
- Manage end-to-end customer engagement through tailored pre- and post-sales interactions across phone, email, and face-to-face channels, strengthening client satisfaction and retention
- Execute outbound customer outreach initiatives, ensuring accurate documentation, compliance adherence, and consistent service delivery standards
- Own the resolution of customer enquiries via hotline and walk-in services, delivering timely, professional, and customer-centric support
- Drive achievement of service benchmarks, quality standards, and regulatory requirements while contributing to overall operational excellence
- Coordinate with internal stakeholders, business channels, and customers to facilitate timely information exchange, documentation completion, and issue resolution
- Provide accurate and compliant guidance on products, services, and processes, enabling informed customer decisions and positive service experiences
- Proactively identify, assess, and escalate urgent or complex cases to ensure effective risk mitigation and prompt resolution
- Maintain complete and accurate records of customer interactions, supporting service transparency, audit readiness, and continuous process improvement
Candidate profile
- Diploma or above in any discipline, with strong communication skills and a customer-focused approach
- Minimum 2 years’ experience in customer service, client servicing, or related customer-facing roles
- Knowledge of the insurance, wealth management, or pension sector would be advantageous
- Fluent in Cantonese, Mandarin, and English, with the ability to engage effectively with diverse customer groups
- IIQE Papers 1, 3, and 5 preferred (may be completed during probation), with a strong commitment to compliance and professional development
About the company
A financial services organisation helps clients achieve long-term financial wellbeing through trusted advisory and support services. It offers a collaborative environment focused on professional growth, customer excellence, and sustainable impact.
Keywords: customer services, client engagement, service excellence, outbound calls, financial services
What’s next
Shape meaningful customer experiences and build a rewarding career delivering trusted financial solutions that make a lasting impact. Apply now!
