Customer Experience Manager Customer Experience Manager …

MatchTalent Limited
in Hong Kong
Permanent, Full time
Last application, 24 Sep 21
Competitive
MatchTalent Limited
in Hong Kong
Permanent, Full time
Last application, 24 Sep 21
Competitive
MatchTalent Limited
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
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