Team Manager, Customer Care

Mox Bank is looking for a Team Manager, Customer Care to join our Operations team, to supervise a team of customer care associates and the day-to-day activities if the team.

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Responsibilities
  • This is a managerial role which reports to the Customer Care Manager, in supervising a team of Customer Care Associates for one of the fastest growing virtual banks in Hong Kong. You will have the chance to leverage on the latest client facing technologies to build a world-class customer service team.

  • Supervise the day-to-day activities of the team of Customer Care Associates including but not limited to conducting voice calls, text chat messaging and video calls.

  • Monitor and review the performance of the team and ensure compliance with internal and regulatory guidelines.

  • Provide guidance, coaching and continuous development opportunities to team members.

  • Escalate ad hoc incidents and propose appropriate actions to the Customer Care Manager for immediate resolution.

  • Support Mox’s new product launch and provide timely customer feedback to the Product and Design Teams on a continuous basis.

  • Assist the Customer Care Manager monitoring of the capacity to achieve operational efficiency; seek ways to mitigate the customer stress points.

  • Identify potential talents within the team and develop a strong succession pipeline.

Requirements
  • Experience in contact centre, preferably gained in the financial services industry.

  • Knowledge of the major retail banking products, especially unsecured lending.

  • Possess customer centric and positive mindset with a can-do attitude.

  • Native in Cantonese, and fluency in English to handle daily interactions with internal and external stakeholders.

  • Willing to work hands-on under a lean organization structure.

  • Ability to multi-task, prioritize and manage time effectively; remain calm under pressure, especially during peak hours or intense situations.

  • Basic knowledge of using Mac and OS, and the latest office cloud applications.