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CX & Leads Specialist


Customer Experience Team

Reports To

Client Success manager


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.

  • 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
  • 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
  • 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
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