Customer Care Officer, Premier Relationship – Contact Centre Business

ref. 000085HT

Some careers grow faster than others.


If you’re looking for a career where you will be respected as an individual and valued for the contributions you make, join HSBC and discover how diversity drives our success. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.


Contact Centre Business plays a central role in maintaining our reputation as a leader in banking. The division serves as a vital channel in ensuring successful business development while addressing customers’ different financial needs and delivering quality banking service to our millions of customers through both inbound and outbound calling activities. The value of our PhoneBanking operations continues to grow as it cultivates collaboration and improved financial services provision across a broad range of our business areas.


We are currently seeking a high caliber professional to join our team as Customer Care Officer Premier Relationship.


In this role, you will

  • Handle customer enquiries, perform banking transactions and resolve customer dispute or complaint cases with care and in compliance with all internal and regulatory requirements
  • Provide comprehensive and professional phone banking services to premier customers, working to acquire, retain and develop relationships through our phone channel
  • Understand customer needs and recommend appropriate financial solutions, enabling customers to enjoy the full benefits of our comprehensive range of products and services
  • Support the Bank’s initiatives as and when necessary


  • 遵守內部和監管機構要求,用心地接聽客戶查詢、進行銀行交易和解決客戶爭議及投訴
  • 提供全面及尊業的電話銀行服務給卓越理財客戶,以電話渠道取得、保留及建立良好的關係
  • 了解客戶的需求,從而介紹合適的理財方案,務使客戶能夠受益於我們全面的產品和服務
  • 支援銀行推行的計劃 

To be successful in this role, you should meet the following requirements

  • Hong Kong Certificate of Education Examination or Hong Kong Diploma of Secondary Education holder with some working experience, or holder of associate degree, higher diploma or degree from a tertiary institution
  • Financial institution or call centre experience preferable
  • Highly customer-focused approach, with the drive to provide the highest level of client service
  • Insurance or investment licences a definite advantage
  • Effective communication and problem solving skills
  • Fluency in Cantonese and English, with Putonghua proficiency an advantage
  • Willing to perform shift duties, including weekends and public holidays if required. Appropriate shift allowance will be granted


  • 香港中學會考, 香港中學文憑畢業而具相關工作經驗或具專上學院副學士、高級文憑或學士學歷
  • 有金融機構或電話中心經驗為佳
  • 擁有高度以客為先的態度及提供最優質服務的動力
  • 具投資或保險牌照為佳
  • 良好的溝通及解決問題技巧
  • 能操流利廣東話及英語,懂普通話更佳
  • 願意接受輪班工作,包括按需要於週末及公眾假期工作。將享有輪班津貼

More experienced candidates may be considered for Senior Customer Care Officer, Premier Relationship role.


Contact Centre Business offers comprehensive on the job training, coaching and support, alongside exciting and varied career development opportunities. Subject to holding the relevant license and to a satisfactory performance review, employees will be promoted to a senior position in PhoneBanking. 


For further details and application information please visit our career site, search under reference number 000085HT


You’ll achieve more when you join HSBC.


HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.


Issued by The Hongkong and Shanghai Banking Corporation Limited