Customer Service Officer
MoneyHero Global Limited
- Company Industries：Financial Services
Job Information
- Post Date：2022-06-09
- Career Level：Entry Level
- Location：Causeway Bay
- Qualification：(N/A)
- Employment Type：Sales, CS & Business Devpt, Customer Service -
- Job Function：Sales CS & Business Devpt Customer Service - Supervisor / Officer
- Benefits：Dental insurance, Medical insurance, Work from home, Five-day work week
Job Description
THE ROLE
The CSO/ Senior CSO is a brand ambassador for MoneyHero.com.hk, demonstrating our brand values of being friendly, helpful and knowledgeable in the day to day interactions he/she has with customers. This role will be working with various internal teams (product, marketing, technology) to ensure high quality services to our customers and convert them to become our promoters.
YOUR TASK
Customer Support
- Handle incoming calls, emails or social media messages related to product or reward redemption processes, ensuring a pleasant experience and positive results for the company
- Resolving customer issues and complaints promptly and with calmness and respect
- Coordinate with internal departments to resolve customer inquiries within specified timelines
- Logging all customer queries in ticketing system (Zendesk) in a clear and simple manner and
- Meet SLAs for follow up and response times.
- Escalating issues to team lead or management promptly
Administration and Business Operations
- Update and maintain the customer database system as needed
- Support campaigns and initiatives that may be launched internally
- Provide reporting to team lead
- Develop and document operational processes
- Follow-up with technical team to resolve CRM issues
SKILLS & REQUIREMENTS
- Grade E or above in 5 subjects of HKCEE (including Chinese/English and Mathematics) / Level 2 or above in 5 subjects (including Chinese/English and Mathematics)
- At least 2 years’ relevant experience in hotline/ call centre/ customer service field
- Passed IIQE Paper 1 & 2 & 3 will be an advantage but not a must
- Love working with people and delighting them with courteous and effective solutions
- Good verbal and written communication skills
- Customer focused, positive attitude, self-motivated, willing to learn and works well with colleagues
- Fluency in Cantonese and English, in writing and speaking
- Proficient in the use of common PC software applications
- Familiarity with ticketing systems, database software, email systems is a big plus
Company Info
MoneyHero is Hong Kong's largest and most popular digital personal finance platform, powering 100,000+ applications for financial products monthly and reaching 70% of the city's working population. Part of Hyphen Group, a leading fintech in Greater Southeast Asia with operations in six markets, including Hong Kong, Malaysia, the Philippines, Singapore, Taiwan, and Thailand, we work hard and play hard while on a mission to empower healthier financial lives for Hongkongers and to build the future of finance.
MoneyHero網上個人理財平台深得港人支持，聲譽卓著，規模為全港第一。每月有超過100,000名用戶經MoneyHero網站申請金融產品，瀏覽人數更覆蓋全港70%勞動人口。我們以成就港人達至穩健財務未來為使命，致力凡事做到最好，同時主張「專心工作，盡情玩樂」！MoneyHero為大東南亞領先金融科技集團Hyphen Group旗下品牌。Hyphen Group業務遍布六大市場，包括香港、馬來西亞、菲律賓、新加坡、台灣、泰國。
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