The Role
Handle written and verbal customer complaints across multiple channels, ensuring timely investigation, resolution, acknowledgment, communication, and system logging. The role works with internal stakeholders to maintain service standards and positive customer relationships. Candidates need retail banking, credit card, and personal loan operations knowledge, strong communication skills in Cantonese, English, and Mandarin, and proficiency in English and Chinese word processing. At least three years of complaint-handling experience qualifies for the Manager level; less experience may be considered for Officer.
Summary Generated by Built In
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?
What we are looking for?
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 the customer written / verbal complaints received from different channels.
It is a challenging and rewarding role. You will be part of our big family filled with young and energetic people. You will be equipped with the detailed product and campaign knowledge, and the skills to communicate effectively with our customers. You will contribute directly to the success of Mox by interacting and serving our customers.
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 relationship.
- 5-day work per week.
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 can-do spirit, doesn’t mind going extra steps.
- Get along with people well.
- Good command of spoken and written Cantonese, English and Mandarin.
- English and Chinese word processing.
About
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 MoxMox 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.
Skills Required
- Diploma or above
- At least 3 years of work experience in complaint handling for the Manager level
- Solid experience and knowledge in retail banking, credit card, and personal loan products and operations
- Positive mindset and willingness to go the extra mile
- Ability to work well with people
- Good spoken and written Cantonese, English, and Mandarin
- English and Chinese word processing skills
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The Company
What We Do
Mox is a Hong Kong digital bank backed by Standard Chartered, with HKT, PCCW and Trip.com. It combines retail banking services and lifestyle benefits in one place, helping customers grow their money and broaden their possibilities. Delivered through a mobile app, its personalized digital experience aims to make everyday banking, spending and saving simpler, with customer research and data security and privacy at its core.
