Service Management Manager, Contact Centre

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

Mox helps you grow – your money, your world, your possibilities. We equip you with the financial management tools, information and insights you need to make your dreams, big or small, come true.

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 says banking can’t be fun?

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.

Apply

Responsibilities

  • Standardized customer experience among Voice, Chat and Correspondence channels.

  • Handle escalated feedbacks and identify the root cause in order to provide excellent customer service and enhance operation efficiency.

  • Turn customer feedbacks into actions from different channels, design and arrange training in the team.

  • Workout with CSM in contact centre and different stakeholders in order to provide seamless customer experience and omni channel.

  • Act as a backup Customer Team Manager in the Customer Contact Centre if needed.

Requirements

  • University graduates.

  • At least 5 years’ work 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.

  • Good command of spoken and written Cantonese and English.