Assistant Customer Service Management Manager, Customer Care - Mox
Standard Chartered
- Quarry Bay, Hong Kong
- Permanent
- Full-time
- This role will report to Customer service management manager.
- Handle customers feedbacks from calls, chats and email channel.
- Handle customer complaints and adhere IC-4requirements.
- Resolve the issues and queries for the customers.
- Conduct coaching, briefing to the team to ensure no re-occurrence.
- Identify the root causes and solve it with stakeholders to avoid repeated cases.
- Share feedbacks to stakeholders to enhance the customer journey and experience.
- Maintain a positive, empathetic and professional attitude toward customers at all times.
- 5-day work per week (with significant extra allowance for those who can work 6 days a week).
- May be assigned to handle ad-hoc duties in order support the team’s SLA.
- University graduates preferred.
- Experience in the customer service team of any financial institution; direct relevant experience an advantage.
- Positive mindset and can-do spirit, doesn’t mind going extra steps.
- Good command of spoken and written Cantonese and English.