Assistant Customer Service Management Manager, Customer Care

About Mox

Mox is built by and for the ones who aspire to live life to the fullest – we call them Generation Mox! The name Mox reflects the endless opportunities we can create, - Mobile eXperience; Money eXperience; Money X (multiplier), eXponential growth, eXploration… it’s all up for us to define together.

Why Mox

Everything at Mox – from our products, features, to rewards – is designed based on customer research, tailor made for your needs. We care about what customers care about, especially in data security and privacy. Data ethics is core to everyone here at Mox.

Mox rewards you with an array of banking and lifestyle benefits.

Who are we looking for?

We are now looking for a passionate individual to join our Contact Centre.You will work directly with the management of the Contact Centre to monitor the performance of the team, and device ways to improve the overall efficiency and effectiveness of the team.Mox is one of the leading virtual banks in HK. You will work with the top notch individuals from the industry, and leverage on our latest technology to deliver the world class services to our customers.



  • This role will report to Customer service management manager.
  • Handle customers feedbacks from calls, chats and email channel.
  • Handle customer complaints and adhere IC-4requirements.
  • Resolve the issues and queries for the customers.
  • Conduct coaching, briefing to the team to ensure no re-occurrence.
  • Identify the root causes and solve it with stakeholders to avoid repeated cases.
  • Share feedbacks to stakeholders to enhance the customer journey and experience.
  • Maintain a positive, empathetic and professional attitude toward customers at all times.
  • 5-day work per week (with significant extra allowance for those who can work 6 days a week).
  • May be assigned to handle ad-hoc duties in order support the team’s SLA.


  • University graduates preferred.
  • Experience in the customer service team of any financial institution; direct relevant experience an advantage.
  • Positive mindset and can-do spirit, doesn’t mind going extra steps.
  • Get along with people well.
  • INV licensed preferred.
  • Good command of spoken and written Cantonese and English.

To be eligible for internal referrals at Mox Bank, you must be referred by a full time permanent employee of Mox Bank.