Our client is one of the top largest and fast-growing fintech firms that is globally recognised, where new/existing users will be supported by the current and ongoing expanding CS team.
Working Environment:
- Modern and open-space office
- Unlimited coffee/drinks
- Company treats
Responsibilities:
- Delivering CX professional services for clients/users and partners
- Implementation of user’s growth plans, handling users support and owning resolution of user’s issues
- Analyse customer data to improve customer experience
- Improve onboarding processes
- Evaluate and improve tutorials and other communication infrastructure
- Handle and resolve customer requests and complaints
- Demonstrated ability to think on feet and resolve issues in a fast-paced environment
- Communicating both verbally and in writing internally and externally
- Develop and manage SOP and CS Policy
Requirements:
- Degree holder or related experience in Customer Service
- Team lead experience ideally in financial services or call centre environment
- Demonstrate leadership qualities, team management skills
- Knowledge of customer success processes
- Experience in business and technical documents creation
- Shows creativity and problem-solving ability
- Communication skills in English, Cantonese and Mandarin