Customer Support Executive

Mission

As Customer Support Executive, you’re responsible for providing a best in class customer experience. You will be primarily responsiblefor Customer Support efforts in the Hong Kong market, and supporting the Singapore team. 

You’ll have excellent communication skills and know how to resolve customer queries in fluent Cantonese, English and Mandarin while consistently exceed net promoter and customer satisfaction scores. 

You’ll drive results across all customer facing touchpoints and ensure the customer is at the heart of everything we do. You’ll also strive for excellence at all times, continuously improving the strategy in line with the requirements of a fast growing company. 

If this sounds like you, we want to hear from you! 

Responsibilities

• Manage customer servicing efforts via email, phone and online chat, ensuring an exceptional customer experience at all times.

• Quickly resolve issues related to payment processing and customer experience, so that the customer is never adversely impacted.

• Conduct outgoing call campaigns to gather insights and feedback from existing and lapsed customers. Present collected feedback to the broader team for continuous improvement.

• Assist to prepare FAQ articles in the CardUp Knowledge Base to improve efficiency and customer satisfaction as well as ensuring that all existing FAQ articles are kept relevant and up to date.

• Review new payments set up by customers to ensure all required documents have been provided, are legitimate and contain the correct information in accordance with CardUp’s compliance standards. If required, reach out to the customer to make sure the document submission can be done timely and smoothly. 

• Own the NPS Score, and continuously search for ways to increase the number of promoters, and quickly plan and implement any constructive feedback provided.

General Requirements

• We’re looking for passionate and proactive individual with excellent verbal and written communication skills in Cantonese, English (a must) and Mandarin (good to have).

• 2-3 years of working experience in customer support and servicing functions.

• Preferably familiar with connecting with customers remotely.

• Team player - no politics!

• Well organised (and loves to organise things), and passionate about researching, implementing, and scaling a best in class customer service

• Personal qualities of integrity, credibility and quality.

• Flexible and able to multi-task; can work within an ambiguous, fast-moving environment, while also driving toward clarity and solutions.

• Passion for customer servicing and for generating the maximum benefit from each interaction with the customer.