Complaint Handling Manager / Officer

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

Complaint Handling Manager / Officer Operations Hong Kong (SAR) Permanent - Full Time

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.

• 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.
• 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.