Senior Customer Care Officer - Mox | HK Talent Engage

Job description

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?

Responsibilities

• Handling customer enquiries via phone/ chat/ email channels
• Handle mild escalation cases with investigation done
• Support coaching and share the best practice to new joiners
• Feedback and provide solutions to increase the efficiency within CS team
• Escalate ad hoc incidents and propose appropriate actions to the management team

Requirements

• Experience in contact center, preferably gained in the financial services industry & chat team
• 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
• "have a valid HKSI license is an advantage"