Job ref no.: CT3119042-01#0085
Convoy Global Holdings Limited

Senior Manager / Manager, Customer Experience Centre

Convoy Global Holdings Limited

  • 5-day week
  • Discretionary bonus
  • Insurance plan
  • Medical plan

As the leading financial advisory firm in Hong Kong, Convoy upholds its core values of Passion, Integrity and Professionalism in providing the best advices and service to help customers investing in their future.

Due to our business expansion, we are looking for high calibre candidates to share our vision and venture our success.



  • Handle customer complaints in accordance with Customer Complaint Handling Procedures.
  • Play a key role in handling incidents with customer impact aim to minimize customer dissatisfaction and business risks.
  • Measure, monitor and report to the management the trends of customer engagement and satisfaction via different touchpoints.
  • Liaise with relevant internal/external parties to develop improvement plan to uplift customer engagement and satisfaction.
  • Design, review and administer the Service Quality Assurance and Award Programs effectively.
  • Support UAT, internal training, compliance review, corporate projects to ensure a high quality and engaging experience for our existing and potential customers.
  • Assist in data analysis and compilation of regular/ad hoc management reports.
  • Support evaluation and enhancement of end-to-end customer experience across channels/customer touch points.
  • Proactively and effectively train, coach and develop the team based on business trend analysis and feedback from real time monitoring, daily interactions and service quality assurance programs



  • Bachelor’s degree in Business or related field with at least 8 years relevant experience
  • Insurance knowledge with valid broker/SFC/MPF license is an advantage
  • Strong people and project management skills gained at a similar level
  • Good communication skills in both written and spoken Chinese (Cantonese & Mandarin) and English
  • Customer focused with experience in sales and retention preferred
  • Able to guide, persuade and influence others at all levels
  • Proven problem solving and decision making ability outside established procedures but within a policy framework
  • Quality service mindset with strong problem solving skill
  • Result-oriented and able to work under pressure in a fast paced environment
  • Desire to constantly achieve high levels of customer service coupled with a passion for continuous improvement
  • Think “customer first" and have clear articulation of the business goal behind the design of the marketing campaign.
  • Value analytics and work quality with ability in striking a balance between people-oriented and result-oriented.
  • Knowledge of MS Office
  • Candidate with less experience will also be considered for other role


We offer competitive remuneration including career prospects to the right candidate. Interested parties please send detailed resume with availability, current and expected salaries to Human Resources Department, Convoy Global Holdings Limited, 39/F @CONVOY, 169 Electric Road, North Point, Hong Kong or by clicking Apply Now.

(All applications will be treated in strict confidence and used for recruitment purpose within Convoy Global Holdings Limited only) 

More job information
Job ref no. CT3119042-01#0085
  • N/A
Job Function
  • North Point
Employment Term
  • Permanent
  • Full-time
  • 8 years - 13 years
Career Level
  • Senior management level
  • Degree