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Customer Service Manager

1 week ago

Hong Kong Island, Hong Kong SAR China Mox Bank Full time

Mox Bank is built by and for individuals who aspire to live life to the fullest.

The name Mox reflects endless opportunities we can create – Mobile eXperience, Money eXperience, Money X (multiplier), eXponential growth, eXploration… it's all up for us to define together.

Job Description

We are looking for a passionate individual to join our Contact Centre team. You will work directly with management to monitor and uplift team performance, devising ways to improve efficiency and effectiveness.

  • Develop Quality Assurance framework including monitoring, 1:1 coaching and supporting individual agents
  • Design training mechanism to uplift overall standard of quality of the contact centre
  • Provide onboarding training to new joiners to rapidly suit job requirements
  • Collaborate with stakeholders for updates in products, promotion campaigns or workflows with FAQs and call scripts enhancement to ensure alignment on quality and performance
  • Work closely with relevant teams to identify ways to reduce incoming calls and chats, improve customer experience, and promote self-service

We value strong analytical, written and verbal communication skills. University graduates with at least 5 years' work experience in the customer service team of any financial institution are preferred.

Key Responsibilities:

  • Prepare quality documentation and reports by collecting, analysing, and summarizing information/trend in the contact centre
  • Assist Head/Lead of Contact Centre to monitor key performance indicators, identify areas of improvements and execute improvement plan in contact centre
  • Review and prepare capacity plan of the Contact Centre Team, assist to review roster arrangement to achieve efficiency and effectiveness
  • Forecast and maintain monthly expenses of the team to ensure it is within annual budget