Digital Concierge Specialist (12M contract) to HKD30K pm
Title: Digital Concierge SpecialistSalary: to HKD 30K per monthDuration: 12 months Key Responsibilities - Provide high-touch digital concierge support to Private Banking clients /Relationship Manager via face-to-face, phone delivering a consistent premium experience.
- Resolve client and user queries end-to-end—capture needs, investigate, provide timely updates, and close cases within agreed service levels.
- Apply structured problem solving to diagnose issues, identify root causes, and document actions/outcomes accurately for continuity and controls.
- Manage escalations and coordinate stakeholders (Relationship Managers, Operations, Technology and other support teams) to drive timely resolution and manage expectations.
- Use analytics to improve service—track enquiry trends, identify recurring pain points, and support continuous improvement of processes and client journeys.
Must-have skills - 2-5 years' relevant experience in a client-facing service role (banking/wealth/private banking experience preferred)
- Strong communication skills (clear, professional verbal and written communication; English/Cantonese/Mandarin beneficial depending on client coverage)
- Strong problem-solving skills (analytical thinking, attention to detail, sound judgement)
- Analytics skills (ability to interpret service data, spot patterns, and translate insights into actions)
- Ability to prioritise and manage multiple enquiries across channels, working to SLAs
- Digital confidence and case handling discipline (accurate logging, follow-ups, effective handovers)
Nice-to-have (plus) - Multi-media skills (e.g., creating/using digital content, supporting richer client communications where appropriate)
- AI skills/awareness (e.g., using AI-enabled tools responsibly to improve response quality, productivity, and insight generation)
Working pattern - Hybrid working
- Rota-based, Monday-Friday, extended business hours up to 9:00pm
