Hosting Customer Services - IT - Assistant Vice President
HKEX Hosting Services offers the most reliable, deterministic and lowest latency co-location services to key market participants and service providers creating an open and interactive ecosystem for a vibrant securities and derivatives markets. The ecosystem enhances the e-trading reliability and efficiency and contributes a significant portion of trade flow for HKEX markets.
We are looking for a high caliber talent with proven experience on customer engagement. Candidate should have a strong customer service oriented mindset to enhance customer experience and foster customer success.
Job Descriptions :
• Improve Hosting customer service experience, create engaged customers and facilitate organic growth
• Lead internal collaboration to ensure and drive customer satisfaction
• Define and achieve target customer satisfaction objectives and KPIs
• Prepare management report to timely inform customer service matters and performance
• Take ownership of customers issues and follow problems through to resolution
• Keep accurate records and document customer service actions and discussions
• Develop and enhance service procedures, policies and standards
• Maintain an orderly workflow according to priorities
• Manage customer notices and communications to effectively inform customers about service related activities
• Conduct customer meeting to identify their asks and expectation, and review service matters
• Undertake any other assignments and projects as assigned by the supervisor
• University Degree
• Minimum 6 years' relevant experience
• Proven experience in market connectivity and data centre colocation services
• Knowledge in trading applications and technologies preferably
• Complete and thorough understanding of end-to-end customer service process
• Good command of written and spoken English and Chinese; proficiency in Putonghua an advantage
• Excellent communication and problem solving skill
Applicants who do not hear from us within 6 weeks may consider their applications unsuccessful. Personal data provided will only be used for the purpose of employment application to HKEX.