Customer Service Specialist - Amber Group｜Meet.jobs

Job Responsibilities:
- Handle users and customer’s suggestions, enquiries, requests and potentially complaints received via various channels including but not limited to emails, live chat, and social media with the outmost care and in the most efficient manner.
- Take ownership and proactive approach to resolve cases and complaints.
- Provide users and customers’ feedback, working closely with the Product, Engineering and Operation teams to ensure continuous improvement in product development and user journey.
- Guide users and customers in using the WhaleFin Website and Application, making them comfortable in accessing its features including the Help Centre and FAQs.
- Provide L2 support to our partner(s) in a timely and most helpful manner.
- Strive to meet both the individual and team’s KPI targets.
- Collaborate with the Global and In-house service team on special projects or initiatives.
- Proactively working with respective stakeholders to maintain and update the Help Centre and FAQs.
- Support the team with ad-hoc tasks: training and coaching new hires, reporting etc.

Requirements:
- Fluent in English and Mandarin; added other language(s) is a plus
- Minimum 3 years’ experience in customer service, preferably in Fintech, Finance or E-commerce industry.
- Ability to work on weekends and on shifts (coverage from 7AM to 11PM).
- Hands-on experience in using a variety of communication channels such as phone, email, live chat, Facebook etc.; working knowledge of Zendesk, Intercom or Slack is a plus;
- Possess great customer service and “can-do” attitude; be the users / customers advocate to resolve their cases.
- Self-motivated, attention to detail, independent and fast learner; embrace changes with positive attitude.
- Possess good teamwork and interpersonal skills; Great with problem-solving and analytical skills.
- Proficiency in MS Office.
- Understanding of Cryptocurrency and its mechanics is a plus.

公司福利

1. 年終獎金4個月起跳
2. 每位員工配有升降桌, 人體工學椅
3. 公司內部有cafeteria, 氣泡機, 零食吃到飽
4. 員工每年有一萬元健檢預算
5. 每個月一次Team building聚餐
6. 可混合性辦公