Customer Service Associate
Job Description
(Ref: PK005) Customer Service Associate in Hong Kong
1. Job description
The company is hiring a Customer Service Associate to build and grow our logistics tech business in Hong Kong. This role will focus on daily inbound enquiries to resolve the escalations of the clients.
The right candidate should be comfortable with an all hands on deck and fast paced startup environment. If you have the passion, innovative and collaborative spirit to build this exciting business, come join us!
About the company:
It is redefining logistics in Asia. We are Asias leading logistics technology delivery platform that is dedicated to supporting 20,000+ businesses with same day and next day deliveries. We are headquartered in Hong Kong with offices in Taiwan, Singapore and Malaysia.
We connect businesses to a fleet of independent delivery agents including walkers, scooters, vans, trucks to deliver anything, anytime, anywhere at a fraction of the cost. Our team is entrepreneurial and passionate, with vast experiences including fast growing tech giants. Our investors in recent rounds of fundraising include Alibaba, Cyberport, SparkLabs, Swire Properties New Ventures, and more.
About The Role:
Deliver accurate & complete information to our customers by answering any & all inbound enquiries in a timely & empathetic manner.
Resolve any issues faced by customers promptly with necessary follow-ups to ensure absolute resolution.
Provide scalable & workable solutions to any issues faced.
Consistently meet customer service excellence KPIs (CSAT, Average Response Time, Average Resolution Time, First Call Resolution, Abandon Rate, etc).
Contribute to the design & execution of support logic, standard responses, processes & KPIs.
Be able to multitask on various system whilst handling live chat, emails and calls.
Shift Work: 9am-6pm shift, or 1pm-10pm shift, including public holidays and weekends shifts on rotation with the team.
2. Requirements
Diploma holder or above in any discipline.
1 year of working experience in operations, customer service, sales or administrative department.
Fluency in written and spoken English and Chinese (Cantonese)..
Self-starter with a strong sense of urgency & consistent follow through on tasks.
Natural passion for helping others and creating experiences that exceed a customers expectations.
Natural tendency to remain calm, collected and empathetic under pressure.
Good multitasking & time management skills.
Ability to troubleshoot problems & find resolutions quickly and accurately.
Ability to work on shifts, weekends and public holidays.
Ability to manage irate customers.
Key Traits About You:
You are a Team Player We depend on collective intelligence and support each other to win as a team. A chain is no stronger than its weakest link. We choose our crew members wisely, but we also support each other radically.
You are a Bold Entrepreneur The world changes too fast for anyone to rely solely on what used to work without constant innovation. Embracing the unknown, we enjoy setting the trends for tomorrow by doing things differently and providing elegant solutions. We are an ambitious group who crave challenges, tirelessly adapt and refine.
You have Grit Having grit, commitment and out of the box thinking will allow us to stay strong and bounce back on any defeats and eventually achieve new heights. We have no issue taking on the Goliath out there,and punch above our weight.
You are Playful We work hard but also maintain a passionate and fun loving attitude so that we can enjoy the process and celebrate every little success. We are not robots, having coffee chats, unwinding time, maintaining fun hobbies is what we need to be a proper human being.
You are Automation Experts (a.k.a. Being Lazy) We dread repetitive tasks. We constantly look for ways to boost productivity by identifying tasks to automate, not just for the sake of efficiency, but for us and our customers to be more productive and make everything scalable and future proof.
3. Benefits
Annual salary: 192,000 228,000 HKD
4. Application
Kindly send me your resume attached with your answers to the screening questions as follows:
How much are your current and expected salary rates?
Why are you good for this role?
Work in Hong Kong
Employment Options
Base Salary
192,000 - 228,000 USD
Professional Experience
Skills
- Fluent In English
- Chinese Language
- Good Multitasking
- Time Management Skills
