Customer Service Representative

2 weeks 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 – we call them Generation Mox. The name Mox reflects the endless opportunities we can create, including Mobile eXperience; Money eXperience; Money X (multiplier), eXponential growth, eXploration.

At Mox Bank, everything from our products to features is designed based on customer research, tailor-made for their needs. We care about what customers care about, especially in data security and privacy. Data ethics is core to everyone here at Mox Bank.

We are now looking for passionate individuals to join our Customer Care Team as Complaint Handling Manager / Officer. You will be the focal point for the Bank in managing customer-written/verbal complaints received from different channels.

Responsibilities:
  • To handle written/verbal complaints and ensure timely investigation and resolution according to pre-defined standards, and timely logging in the system for clear and complete record purposes.
  • Ensure premium service is provided to complainants in the following areas: ease of contact, sincere and professional attitude, prompt acknowledgment and reply, proper handling, and clear communication.
  • To work closely with key stakeholders and maintain good working relationships.

Requirements:

  • Diploma or above.
  • For Complaint Handling Manager, at least 3 years' work experience in complaint handling. Less experience will be considered as Complaint Handling Officer.
  • Solid experience and knowledge in retail banking, credit card, and personal loans products and operations.
  • Positive mindset and a can-do spirit, doesn't mind going extra steps.
  • Get along with people well.
  • Good command of spoken and written Cantonese, English, and Mandarin.


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