Senior Customer Service Officer (Investment)

Location: Hong Kong (SAR); onsite.

Company

Mox is a digital bank providing customer-focused financial products, features, rewards, and financial management tools.

What you will do

• Handle banking, credit, and investment enquiries through phone, chat, email, and social media channels.
• Investigate and resolve escalated customer cases.
• Support training and coaching for new joiners and share best practices.
• Provide feedback and solutions to improve Customer Service team efficiency.
• Escalate ad hoc incidents and propose appropriate actions to management.
• Complete tasks assigned according to business needs.

Requirements

• Must hold a valid Type 1 HKSI license.
• Higher Diploma or above.
• 3 years of contact center experience, preferably in financial services and a chat team; candidates with less experience may be considered for the Customer Care Officer (INV) role.
• Knowledge of major retail banking products, especially unsecured lending and investment.
• Native Cantonese and fluent English for daily interactions with internal and external stakeholders.
• Good written Chinese and English.
• Customer-centric, positive, and can-do mindset.
• Willingness to work hands-on in a lean organization structure.
• Ability to multitask, prioritize, manage time effectively, and remain calm under pressure, especially during peak hours or intense situations.
• Basic knowledge of Mac OS and the latest office cloud applications.

Culture & Benefits

• Permanent, full-time employment in an onsite workplace.
• Banking and lifestyle benefits are provided.
• Customer research, data security, privacy, and data ethics inform products and operations.

Hiring process

• Applications are accepted until December 31, 2026.