WeLab Bank - Senior Customer Service Officer 高級客戶服務主任 (Non‑Sales • Fresh Graduates Welcome)

WeLab, a leading pan-Asian fintech platform, operates two digital banks (WeLab Bank and Bank Saqu) as well as multiple online financial services in Hong Kong, Mainland China, and Indonesia, with over 70 million individual users and over 700 enterprise customers. WeLab uses game-changing technology to help users access credit, save money, and enjoy their financial journey.  

At WeLab, we always put our people first. Embarking on a career with WeLab means being part of the driving force to make financial services accessible for everyone. In our flat and agile organization, you will get all the opportunities to make real impacts and deliver change. Most importantly, while you achieve greatness, we will ensure you have an amazing experience at WeLab! 

Our team is energetic and passionate who can deliver and execute, and we are looking for intellectually curious, open-minded, and smart-working individuals who are just as passionate as we are about making financial services enjoyable. 

Join us to build a better financial future for everyone! 

About You

• You're a go-getter with mad juggling skills (or multiple hats) who can thrive in a fast-paced, agile environment
• You enjoy doing purpose-led and meaningful work
• You have a strong thirst for knowledge and are driven to find solutions that don't exist yet
• You are comfortable with ambiguity and extremely resourceful (in your past life, you could've been a detective)
• You always find a way to get things done without sacrificing the quality of your work, integrity, and values
• No task is off limits for you
• You are humble and prioritize the success of the team over your own with an eagerness to help those around you
• You don't shy away from challenges and can bounce back from setbacks

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

• Handle customer enquiries via phone and email in a positive and professional manner
• Investigate and resolve customer complaints promptly; escalate to team head when needed
• Assess customer issues and provide effective solutions to enhance customer satisfaction
• Maintain strong customer relationships through proactive follow-up
• Perform duties assigned by supervisors in a timely and accurate manner
  

主要職責:

• 以專業態度處理顧客的電話及電郵查詢
• 妥善跟進顧客查詢, 並適時向主管匯報
• 分析客戶問題並提供有效解決方案，以提升客戶滿意度
• 建立及維持良好客戶關係
• 妥善處理主管指派之工作

What is required and what we’re looking for

• Form 7 / DSE or above
• Minimum 2 years’ experience in customer service or call centre preferred
• Fresh graduates are welcome with valid SFC license and/or Passed IIQE Papers 1, 2 & 3
• Strong customer‑centric mindset with excellent communication and interpersonal skills
• Proficient in Cantonese, English, and Mandarin
• Able to work independently and handle pressure
• Solid understanding of retail banking products is an advantage
• Holders of valid SFC Type 1 & Type 4 license and Passed IIQE Papers 1, 2 & 3 is an advantage
• Shift duty required, including overnight shifts
  

• Candidate with less experience will be considered as Officer

入職要求:

• 中七 / DSE或以上教育程度
• 至少兩年或以上客服或電話中心工作經驗
• 歡迎應屆畢業生申請; 但需持有 SI 或 IIQE 牌照
• 良好廣東話、普通話及英語表達能力
• 積極主動、以客為先、良好溝通技巧
• 熟悉零售銀行產品優先
• 具證監會第一類及第四類（SFC Type 1 & 4）牌照及已經通過「保險中介人資格考試」的相關試卷（卷1, 2 & 3）優先
• 需接受輪班工作，包括通宵班
  

Perks and Benefits to enrich your experience at WeLab:

• Learning and development stipend - we value lifelong learning and believe the best way to invest in our employees is to encourage them to continue to learn

• Wellness and happiness – Numerous activities to let you focus on your physical and mental wellbeing, complemented by happiness dollars (basically, an extra stipend!) to spend on anything that makes you happy. We allow flexible time offs to take care of personal matters and to enjoy time with family and friends.
• Comfortable and positive work environment – Open plan office for easy collaboration and social with your colleagues, or branch out into your own thinking pods when needed, with FREE food and drinks for when you want to recharge
• Work smart, play hard – Connect with your colleagues over food and drinks at the stocked pantry, in the spacious social area with board games and a ping pong table, or over activities like hiking, yoga, badminton, etc.
• A big and contagious smile on everyone’s face to make you happier :)

WeLab’s Awards & Recognitions:

• Asia Banking Finance Retail Banking Awards: Virtual Bank of the Year - Hong Kong  
• CNBC Disruptor 50: the only Hong Kong-based company on the list 
• Financial Times Asia-Pacific High-Growth Companies: #2 in ranking  
• The Chinese University of Hong Kong “Corporate Innovation Index”: #1 in ranking 
  

We offer a competitive salary package to the successful candidate. If you are interested in joining this exciting team, please apply with resume via the "Apply" button below.

All information provided by applicants will be used for recruitment purposes only. Information of unsuccessful applicants will be destroyed within 24 months of receipt.