Senior Customer Service Officer (Investment)

Senior Customer Service Officer (Investment)Senior Customer Service Officer (Investment)Customer ServiceHong Kong (SAR)Permanent - Full TimeHong Kong (SAR)Customer ServicePermanent - Full Time; Hong Kong; Sur place; HKD 201 000 - 335 000; Plein temps

Résumé du poste

Mox seeks a Senior Customer Service Officer (Investment) to join our Operations team. You will handle inquiries across banking, credit and investment products via phone, chat and email, escalating where needed and coaching new joiners.

A HKSI Type 1 license is required, with Cantonese and English fluency and a customer‑centric mindset. The role is ideal for someone with 3 years in financial services contact centers.

Qualifications

• Handles banking, credit and investment inquiries via phone/chat/email.
• Performs escalation investigations and issue resolution.
• Supports training and shares best practices with new joiners.
• Provides feedback and solutions to improve CS team efficiency.
• Escalates incidents and suggests actions to management.
• Must hold a valid Type 1 HKSI license.
• Higher Diploma or above is required.
• 3 years’ experience in a contact center, preferably in financial services & chat.
• Knowledge of major retail banking products, especially unsecured lending & investments.
• Native Cantonese with fluent English; strong written Chinese & English.
• Willing to work hands-on in a lean organization."],
• job_responsibilities_description:[
• Handle all kinds of banking, credit, investment enquiries via phone, chat and email channels.
• Manage escalation cases with thorough investigations.
• Assist training, coaching and share best practices to new joiners.
• Provide feedback and solutions to increase CS team efficiency.
• Escalate ad hoc incidents and propose actions to management.
• Conform to organization processes and respond to business needs.

Responsabilités

• Handle all kinds of banking, credit, investment enquiries via phone/chat/email.
• Handle escalation cases with investigation.
• Support training, coaching and share best practices 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.

Connaissances

Customer service

Communication

Training & coaching

Troubleshooting

Time management

Multi-tasking

Written Chinese & English

Formation

Higher Diploma or above

Outils

Mac OS

Office cloud apps

Description du poste

Senior Customer Service Officer (Investment)

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 e

Xperience; Money e

Xperience; Money X (multiplier), e

Xponential growth, e

Xploration… 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!

• Handling all kinds of banking, credit, investment enquiries via phone/ chat/ email channels
• 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
• Must 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