Assistant Customer Experience Manager

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

Benefits offered by this job

Flexible work

Health & wellbeing

Share purchase plan

Recognition & team events

Welcoming community

Job summary

The Assistant Customer Experience Manager at Computershare in Hong Kong leads a small team to deliver outstanding shareholder service across transfer counters, enquiry offices, phone, email and digital channels. You’ll handle escalations with sensitivity, ensuring timely resolutions while complying with policies and regulatory requirements.

You will partner with the Contact Centre and Operations teams to drive service excellence, monitor feedback and trends, and present management reports on

Qualifications

• Experience delivering high-quality customer service across multiple channels.
• Escalation point for complex or sensitive shareholder cases.
• Coaching and mentoring junior team members to foster learning and accountability.

Responsibilities

• Lead and support 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.
• Monitor service quality, feedback, complaint trends, and enquiry volumes to identify process improvements.
• Prepare and present regular management reports on customer service performance and key metrics.
• Contribute to the implementation of customer experience initiatives and policies.
• Ensure compliance with internal policies and regulatory requirements.
• Coach and mentor junior staff to foster a customer-centric culture.
• Contribute to projects aimed at improving operational efficiency and the overall customer experience.

Skills

Customer service

Team leadership

Data analysis

Job description

Location: Wanchai, Hong Kong

In this office-based position you’ll experience a supportive approach to your wellbeing and continuous learning opportunities in our friendly and inclusive workplace. Find out more at computershare.com/flex.

We give you a world of potential

The Assistant Customer Experience Manager plays a key role in delivering exceptional customer service and ensuring a positive experience for shareholders across multiple service channels, including the transfer counter, enquiry office, telephone, email, and digital platforms. This role is responsible for handling shareholder enquiries and complaints in a timely, accurate, and professional manner, while maintaining high service standards and compliance with company policies and regulatory requirements.

A role you will love

As a subject matter expert, the Assistant Customer Experience Manager will serve as an escalation point for complex and sensitive shareholder cases, providing effective resolutions and ensuring customer concerns are addressed promptly. The role also partners closely with internal stakeholders, including the Contact Centre and Operations teams, to drive service excellence, support continuous process improvement initiatives, and enhance the overall customer experience.

In addition, this role supports the ongoing monitoring and analysis of customer feedback, enquiry trends, and complaint data to identify improvement opportunities and provide actionable insights to management.

Some other key accountabilities will include:

• Lead and support a small team in delivering high-quality customer service and achieving excellent service objectives
• Act as an escalation point for complex, sensitive, or high-priority customer 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

Rewards designed for you

• Flexible work to help you find the best balance between work and lifestyle.
• Health and wellbeing rewards that can be tailored to support you and your family.
• Invest in our business by setting aside salary to purchase shares in our company, and you’ll receive a company contribution as well.
• Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future.
• And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow.

Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub.