Complaint Handling Lead – Customer Care (HK)

Complaint Handling Manager / OfficerComplaint Handling Manager / OfficerOperationsHong Kong (SAR)Per; Hong Kong; On-site; HKD 420,000 - 540,000; Full time

Job summary

Mox Bank is seeking a Complaint Handling Manager / Officer to lead the team responsible for customer complaints across channels in Hong Kong (SAR). This permanent, full-time role focuses on timely investigations, fair resolutions and logging in the system for clear records.

You will collaborate with stakeholders to provide premium service, leverage knowledge of retail banking products, and communicate professionally in Cantonese, English and Mandarin.

Qualifications

• Diploma or above.
• 3+ years in complaint handling (Manager level preferred).
• Solid knowledge of retail banking products and operations.
• Excellent customer service and professional communication.

Responsibilities

• Handle written/verbal complaints and ensure timely investigation and resolution.
• Log cases in the system for clear and complete records.
• Maintain premium service: easy contact, prompt acknowledgment, clear communication.
• Collaborate with stakeholders and maintain strong working relationships.

Skills

Cantonese

English

Mandarin

Education

Diploma or above

Job description

Mox Bank is seeking a Complaint Handling Manager / Officer to lead the team responsible for customer complaints across channels in Hong Kong (SAR). This permanent, full-time role focuses on timely investigations, fair resolutions and logging in the system for clear records.

You will collaborate with stakeholders to provide premium service, leverage knowledge of retail banking products, and communicate professionally in Cantonese, English and Mandarin.