Customer Service Officer (REQ-2093)

Hong Kong Asia PacificHong Kong
HID Global
Job Type: 
Functional Area: 
Customer Service
Job Level: 

We are a growing multinational technical security company based globally that offers its employees a fun work environment, flexibility and career opportunity.

The Company:

HID Global powers the trusted identities of the world's people, places and things. Every day millions of people in more than 100 countries use our products and services to securely access physical and digital places. Over 2 billion things that need to be identified, verified and tracked are connected through HID Global’s technology. We make it possible for people to transact safely, work productively and travel freely. We work with governments, universities, hospitals, financial institutions and some of the most innovative companies on the planet—helping them to create trusting and trusted physical and digital environments so that they and the people who use them can fulfill their potential. Headquartered in Austin, Texas, HID Global has over 4,000 employees worldwide and operates international offices that support more than 100 countries. HID Global® is an ASSA ABLOY Group brand. For more information, visit or check us out on


Interact with customers to provide information in response to inquiries about products and services; resolve customer complaints quickly and effectively. Ensure delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve issue. Define and design the work process to ensure the APAC team efficiency. Acts as focal point of customer contact for general inquiries such as pricing, products, scheduling, etc.; build and maintain business relationship with clients.

What we are looking for:

Duties and Responsibilities include the following. Other duties may be assigned.

Provide unparalleled customer service and enrichment to the HID customer centricity.
Independent handle customized PO/RMA end to end process as per appointed regions.
Listening attentively and respond to customer needs, reaching agreement about their issue and driving it to the best resolution
Troubleshoot simple to complex issues, adapting to a variety of skill levels through a positive, analytical, and informative approach
Educate customers about product support options and other resources
Communicate effectively with team members, customers, and other partners
Analyze transactions, corrects records, and adjusts errors as needed
Conduct orientation to internal/external customer.
Preparing reports and analysis support the Global Initiatives execution in APAC.
ISO facilitator for the APAC CS team.
Support New product launch, EOL, product integration from Customer Service prospective.
Other duties assigned according to business process needs (APAC & Global initiatives project, process improvement)


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Diploma or above qualification, over 6 years relevant work experience
Able to work independent and drive initiatives to support Team and Global strategy.
Familiarity with CRM systems and practices
Experience in E-Commerce would be beneficial

Language Skills

Ability to effectively communicate in the English, Mandarin language verbally and in writing.
Ability to read and interpret technical journals, specifications, international technical standards, etc.

Computer Skills

Proficient in MS Office applications, such as Word, Excel, PowerPoint, etc.
ERP experience preferable.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Employee works primarily in an office environment, with in a well-ventilated area, and is exposed to moderate noise levels.

Work Requirements

Compliance to all relevant HID Global policies and procedures relating to Quality, Security, Safety, Business Continuity and Environmental systems.
Travel and field work may include international travel, therefore employee must possess or can acquire a valid passport.
Must be legally eligible to work in Hong Kong.

HID Global is an equal opportunity employer. We are committed to a diverse workplace and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please contact us at [email protected].

We make it easier for people to get where they want to go!
On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something. HID technology is behind billions of interactions, in more than 100 countries. We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.

When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 50,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.