Assistant Customer Experience Leader Flexible Work & Growth

Computershare Hong Kong Investor Services Limited; Hong Kong; On-site; HKD 360,000 - 480,000; Full time

Benefits offered by this job

Flexible work

Health and wellbeing rewards

Share purchase plan

Job summary

Computershare Hong Kong Investor Services Limited in Hong Kong is seeking an Assistant Customer Experience Manager to deliver exceptional service across multiple channels, including the transfer counter, enquiry office, telephone, email, and digital platforms.

You will act as escalation point for complex shareholder cases, mentor junior staff, partner with the Contact Centre and Operations teams, and drive continuous process improvements to enhance the overall customer experience.

Responsibilities

• Lead and manage a small team to deliver high-quality customer service and achieve service objectives
• Act as escalation point for complex, sensitive, or high-priority shareholder cases, ensuring timely and satisfactory resolution for USM-related enquiries
• Monitor service quality, customer feedback, complaint trends, and enquiry volumes to identify opportunities for process improvements and enhanced customer satisfaction
• Prepare and present regular management reports on customer service performance, enquiry volumes, complaint resolution status, and key service metrics
• Support the implementation of customer experience initiatives, policies, and service improvement programs
• Ensure compliance with internal policies, service standards, regulatory requirements, and operational procedures
• Coach, mentor, and provide guidance to junior team members, fostering a culture of continuous learning, accountability, and customer-centricity
• Contribute to ongoing projects and initiatives aimed at improving operational efficiency and the overall customer experience

Job description

Computershare Hong Kong Investor Services Limited in Hong Kong is seeking an Assistant Customer Experience Manager to deliver exceptional service across multiple channels, including the transfer counter, enquiry office, telephone, email, and digital platforms.

You will act as escalation point for complex shareholder cases, mentor junior staff, partner with the Contact Centre and Operations teams, and drive continuous process improvements to enhance the overall customer experience.