CX & Leads Specialist

Department

Customer Experience Team

Reports To

Client Success manager

Role

This position is responsible for all customer experiences, ensuring all onboarding customers are welcomed and they are serviced throughout their journey to success.

This role will work to maintain and improve existing measures in place, the ideal candidate will work cross functionally to support, provide insights, be a catalyse to achieving overall team’s and company’s goals upholding the quality standards the company has always provided.

Responsibilities

Responsible for Customer Experience journey
Manage enquiries via telephone, emails and social media platforms in professional and timely manner
Assist in collecting, handling and following up on customer feedback with related parties
Perform CRM data mining to generate useful analysis for action
Provide clerical and administration support to management team
Assist in ad hoc assignments as when required

Results

Maintain a 80% customer satisfactory level at all times
Improved customer and brand loyalty
Global standardisation on customer service levels
Transparency in communication with the team so that we can be sure we are supporting our team and clients the best we can

Requirements

Customer centric with good interpersonal and communication skills
A driven good team player and desire to work in a team-oriented environment
Excellent service manner, self-motivated, detailed-minded, positive thinking and willing to work under pressure
Able to work independently and under pressure
Experience in online programmes and services is preferable
Strong business acumen and innovative thinking, result-oriented, good team player
High Cantonese fluency is a must and English proficiency is preferred
Can read & type Chinese is a must and English proficiency is advantage
Excellent communicator and values teamwork
Self-starter, hunger for success, eager to learn and open to new ideas
Strong passion for the internet environment, result-oriented, proactive, and independent
Strong sense of responsibility, well organised with exceptional problem-solving skill with a can-do attitude