Trainer and QA Analyst CS Team
Hong Kong Island, HK
source : jobs4it

At Neat, we’ve built Hong Kong's first online business account, supporting entrepreneurs wherever they go. We’re building a solution that’s friendlier, faster and more modern than a bank.

Our goal is to provide a fully digital and joyful customer experience.Want to help us achieve this vision?We’re looking for someone that can delight our customers, is a natural problem solver and gets excited about being part of a young and growing business.

Come and join our team!ResponsibilitiesReport to Head of Customer Service and participate in formulating and implementing the CS training and development plans in order to support the business goalsHelp build our customer service team and processes, taking ownership of CS educational content and FAQ sectionsWorking closely with the Customer Service (CS) Team and other departments to review feedback on all customer processes and sharing this feedback with the relevant teamsCommunicate with other teams to be aware of any updates and inform the CS team and maintain the CS knowledge baseMonitoring and auditing of e-

mails and chats, ensuring the team is adhering to agreed quality standards, providing correct information, and following tone & voice guidelines.

Assist Head of Customer Service with CS team performance reviewsManaging non-conformances and breaches within the CS teams by timely reporting and recommendations and addressing these issues with the teamOrganize team meetings to ensure standards are alignedHosting regular quality meetings with management and customer facing teams with analysis and offering solutions to improve areas of concernWhat you will need : Excellent verbal and written command of Cantonese, Mandarin and EnglishProficient skills in MS Word, Excel & Chinese Word ProcessingExperience documenting processes in a structured manner and building a knowledge base for internal use, as well as customer-

facing FAQ sectionsExperience training customer service specialistsExperience in communicating with customers via email and LiveChat would be preferredLogical, systematic and open-

minded when resolving issuesHave a strong commitment to providing excellent customer service with a strong analytical abilityOutgoing, friendly and resourcefulAbility to work independently and as a teamExperience working in a startupMore about us : Fastest growing fintech startup in Hong KongYoung, energetic and multicultural teamFlat organisation structureOpportunities to grow and shine!We value our employees -

let’s check out what we offer : 20 days annual leaveMedical & dental benefitsWork-life balance

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