Team Leader, 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 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.
Responsibilities
- To oversee, manage and motive the Customer Service team including the channels of Voice, Chats email and social medial, through establishing service standards and monitoring of key performance indicators;
- To identify key areas for improvement, drive and implement changes for Customer Service team to drive service excellence initiatives; driving up sales opportunities through different contact channels with our customers.
- To support floor operations including but not limited to handling enquiries, feedbacks and complaints.
- To develop, implement and enhance customer service related procedures and guidelines to ensure quality and efficient service deliverables;
- To improve efficiency and reduce complaints as well as increase the NPS.
- To ensure compliance with all relevant internal guidelines and external regulatory requirements, including management of operational risk and adherence to the bank’s standard of ethical behaviour.
- To provide coaching, guidance and training to the Customer Service team to enhance technical knowledge; and
- To perform ad hoc project as assigned from time to time.
Requirements
- University graduate.
- A pass in HKCEE including Math’s plus Chinese or English, or a holder of HKDSE or above.
- Good verbal communications skills in Cantonese, English and Mandarin.
- Hold an investment license with the Hong Kong Securities and Investment Institute Paper 1, 7 and 8 is preferred.
- Ability to provide excellent customer service over the phone and be a good problem solver.
- Solid Experience in managing consumer/retail banking channels and call centres, including strategy execution, products support, hotlines setup, phone banking projects, sales and service management.
- Sound operations and people management knowledge of call centres are preferred.
- Strong background in call centre and digital banking, covering various products including deposits, investment and insurance.
- Flexibility to work on a rotating shift covering days, nights, weekends and public holidays with a five-day working week.
To be eligible for internal referrals at MoxBank, you must be referred by a full time permanent employee of Mox Bank.