Job Advertisement: CS Team - Manager Assistant

Job Responsibilities

• Supervise the Customer Success Team, ensuring high-quality customer support services and efficient operations across all communication channels.
• Perform remittance support and manage email and live chat inquiries, providing timely assistance without the need for phone calls.
• Support Japanese clients with account opening procedures, ensuring compliance with KYC regulations and maintaining a smooth onboarding experience.
• Utilize the internal system to efficiently carry out deposit and withdrawal processes for customers in a timely manner.
• Provide training and ongoing support to team members, fostering a collaborative environment and enhancing overall team performance.
• Monitor team performance metrics, identify areas for improvement, and implement strategies to optimize customer satisfaction and service efficiency.
• Collaborate with other departments to resolve customer issues and enhance service offerings, ensuring alignment with company goals and customer needs.

Requirements / Experience

• Strong analytical skills to assess team performance and customer feedback, driving continuous improvement in service delivery and operational efficiency.
• Excellent communication skills in both Japanese and English, facilitating effective collaboration with clients and internal teams across diverse backgrounds.
• Ability to work independently and handle multiple tasks in a fast-paced environment, demonstrating strong organizational and time management skills.
• Familiarity with customer support software and CRM systems, enhancing efficiency in managing customer inquiries and tracking service metrics.
• Demonstrated problem-solving abilities, with a proactive approach to identifying and addressing customer issues to ensure satisfaction and retention.
• Experience in financial technology, understanding the latest trends and innovations that impact customer service and support within the industry.

Interested parties, please contact at Anthea Cheung at [email protected] or mobile at 6408 9841 for a private and confidential talk.