Customer Services Officer - Hotline
our client supports customers by providing help and guidance for app downloads, first-time login, and day-to-day “how-to” questions on a new digital platform. In this role, you’ll handle inbound hotline enquiries, troubleshoot authentication and OTP issues, and deliver timely, professional support—making sure customers get the help they need quickly and accurately.
Role Overview:
As a Customer Services Officer for the hotline team, you’ll be the first point of contact for inbound customer questions and issues, performing initial triage and escalating complex cases to ensure problems are resolved efficiently.
Key Skills & Experience:
• Customer service or call centre experience (minimum 1–2 years)
• Inbound call handling (hotline/call centre experience preferred)
• Strong communication skills in Cantonese and English (Mandarin a plus)
• Familiarity with basic digital or mobile app usage
• Problem-solving with a customer-oriented approach
Key Responsibilities:
• Handle inbound hotline enquiries related to app download and first-time login
• Support OTP and authentication issues
• Answer general “how-to” enquiries on the platform
• Provide accurate and timely support to clients
• Perform initial triage and escalate complex cases when required
• Deliver professional customer service in line with service standards
Requirements:
• Minimum 1–2 years of customer service or call centre experience
• Experience in hotline or inbound call handling preferred
• Good communication skills in Cantonese and English (Mandarin is a plus)
• Customer-oriented mindset with strong problem-solving skills
• Familiarity with basic digital or mobile app usage
Nice to Have (Optional):
• Mandarin
If you have the customer service and inbound hotline experience to support customers with app access and authentication issues, apply now.
