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Team Leader, Customer Care - Mox

8.00 to 12.00 Years   Mumbai City   06 Oct, 2022
Standard Chartered Bank Ltd
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaFinance / Accounts / Tax
EmploymentTypeFull-time

Job Description

    * About Mox Mox is built by and for the ones who aspire to live life to the fullest we call them Generation MoxThe 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 Mox helps you grow your money, your world, your possibilities. We equip you with the financial management tools, information and insights you need to make your dreams, big or small, come true. 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 This is a managerial role which reports to the Customer Care Manager, in supervising a team of Customer Care Associates for one of the fastest growing virtual banks in Hong Kong. You will have the chance to leverage on the latest client facing technologies to build a world-class customer service team.Responsibilities
    • Supervise the day-to-day activities of the team of Customer Care Associates including but not limited to conducting voice calls, text chat messaging and video calls.
    • Monitor and review the performance of the team and ensure compliance with internal and regulatory guidelines.
    • Provide guidance, coaching and continuous development opportunities to team members.
    • Escalate ad hoc incidents and propose appropriate actions to the Customer Care Manager for immediate resolution.
    • Support Mox s new product launch and provide timely customer feedback to the Product and Design Teams on a continuous basis.
    • Assist the Customer Care Manager monitoring of the capacity to achieve operational efficiency; seek ways to mitigate the customer stress points.
    • Identify potential talents within the team and develop a strong succession pipeline.
    Requirements
    • Experience in contact centre, preferably gained in the financial services industry
    • Knowledge of the major retail banking products, especially unsecured lending.
    • 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.
    • 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
    ,

Keyskills :
qualitycoachingsalescustomer carecustomer relationsnew product launchdata securityretail banking

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