Hosting Customer Services - IT - Assistant Vice President Hosting Customer Services - IT - Assistant Vice  …

Hong Kong Exchanges and Clearing Limited
in Hong Kong
Festanstellung, Vollzeit
Seien Sie der erste Bewerber
Competitive
Hong Kong Exchanges and Clearing Limited
in Hong Kong
Festanstellung, Vollzeit
Seien Sie der erste Bewerber
Competitive
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

Requirements :

• 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.
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