Customer Experience Manager

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

Job Details

  • Hong Kong
  • Permanent

APPLY FOR THIS JOB

Click and browser your CV here

Maximum upload file size: 10MB

*Required (All information are kept private and confidential)