Senior Customer Care Officer (INV)

Mox Bank; Hong Kong; On-site; HKD 180,000 - 240,000; Full time

Job summary

Mox Bank in Hong Kong (SAR) is seeking a Senior Customer Care Officer (Investment) to join the Operations team. You will handle banking, credit and investment enquiries via phone, chat and email, and manage social media inbox.

You will also escalate cases, assist training, and contribute to process improvements while maintaining a customer-centric mindset and calm under pressure. Native Cantonese with fluent English, Higher Diploma or above, and HKSI Type 1 license are required; the role offers

Qualifications

• Must hold a valid Type 1 HKSI license.
• Higher Diploma or above.
• 3 years' contact center experience, preferably in financial services & chat.
• Knowledge of major retail banking products, especially unsecured lending & investment.
• Native in Cantonese with English fluency for daily interactions.
• Good written Chinese and English.
• Willing to work hands-on in a lean organization structure.
• Ability to multitask and manage time; stay calm under pressure.
• Basic knowledge of Mac OS and modern office apps.
• Open to consider candidates with less experience.

Responsibilities

• Handling all kinds of banking, credit, investment enquiries via phone/ chat/ email
• Handling social media inbox
• Handle escalation cases with investigation done
• Support training, coaching and share the best practice to new joiners
• Feedback and provide solutions to increase the efficiency within CS team
• Escalate ad hoc incidents and propose appropriate actions to the management team
• Tasks will be assigned per the business needs

Skills

HKSI license

Contact center experience

Customer-centric

Bilingual Cantonese/English

Written Chinese & English

Education

Higher Diploma or above

Job description

Senior Customer Care Officer (INV)

Application Deadline: 31 October 2026

Department: Customer Service

Employment Type: Permanent - Full Time

Location: Hong Kong (SAR)

Description

About Mox

Mox is built by and for the ones who aspire to live life to the fullest – we call them Generation Mox! The name Mox reflects the endless opportunities we can create, - Mobile eXperience; Money eXperience; Money X (multiplier), eXponential growth, eXploration… it’s all up for us to define together.

Why Mox

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?

Who are we looking for?

We are looking for a Senior Customer Care Officer (Investment) for our thriving Operations department!

Responsibilities

• Handling all kinds of banking, credit, investment enquiries via phone/ chat/ email channels
• Handling social media inbox
• Handle escalation cases with investigation done
• Support training, coaching and share the best practice to new joiners
• Feedback and provide solutions to increase the efficiency within CS team
• Escalate ad hoc incidents and propose appropriate actions to the management team
• Tasks will be assigned per the business needs

Requirements

• Must need to hold a valid Type 1 HKSI license
• Higher Diploma or above
• 3 years’ experience in contact center, preferably gained in the financial services industry & chat team
• Knowledge of the major retail banking products, especially unsecured lending & investment
• Possess customer centric and positive mindset with a can-do attitude
• Native in Cantonese, and fluency in English to handle daily interactions with internal and external stakeholders.
• Good at written Chinese and English
• Willing to work hands-on under a lean organization structure.
• Ability to multi-task, prioritize and manage time effectively; remain calm under pressure, especially during peak hours or intense situations.
• Basic knowledge of using Mac and OS, and the latest office cloud applications
• Will consider as Customer Care Officer (INV) with less experience