CUSTOMER SERVICE AND SERVICE QUALITY OFFICER

Job Reference: PFS/EPSCO/TL/08198/Web

EPS Company (Hong Kong) Limited

EPS Company (Hong Kong) Limited (EPSCO) is a pioneer in e-payment services and has developed many services to facilitate the fund transfer among merchants and consumers. Its services include Retail Payment Service (EPS) and Self-Service Payment (PPS, Bank Bill Payment), e-Commerce (PPS Internet Payment Gateway). We are now inviting qualified individuals to join the Customer Service Team in our Kowloon office.

Key Responsibilities

• Support the Assistant Manager in supervising the team
• Monitor the performance level of the team so as to meet the business requirement
• Handle enquiries, resolve complaints through emails and letters in relation to the operations and promotional activities of EPS various products
• Prepare statistics and management reports, analyse customers feedback for service improvement
• Create and maintain letter templates, Questions and Answers in both English and Chinese to support the CS team in answering customers' enquiries
• Support new product launch and marketing promotions by liaising with working parties internally and externally
• Investigate irregular transactions and arrange refund settlement
• Monitor the on-site terminal performance and maintenance service provided by service providers

Requirements

• University graduate is preferred
• 3 to 5 years' working experience in banking or customer services
• Is customer-focused and possesses good communication skill
• Have good problem solving and negotiation skills, good planning and organising skills, able to work independently and under pressure
• Is self-motivated, possesses good leadership to guide a team of staff
• Strong written and spoken English, Cantonese and Putonghua
• Proficient PC in common software such as MS Word, Excel and PowerPoint, Chinese typing

Application Method

Please send your CV with the job reference to:

Email: careers1@hsbc.com.hk

HSBC is an equal opportunity employer. We value the diversity of individuals, ideas, perspectives, insights and values, and what they bring to the workplace. Applications are welcome from all qualified candidates.

Data held by the Bank relating to employment applications will be kept confidential and used only for processing applications. Applicants who are not contacted within four weeks may consider their application unsuccessful. The Bank will retain their applications for a maximum period of two years and may refer suitable applicants to other vacancies
within the Group. A copy of our Personal Information Collection Statement can be provided upon request by contacting Human Resources Asia-Pacific at the above e-mail address.

Issued by The Hongkong and Shanghai Banking Corporation Limited.