Customer Success Executive

Location
Hong Kong
Job type
Full-time

Customer Success Executive

Location
Hong Kong
Job type
Full-time

About the job

As a Customer Success Executive, you need to be customer-focused and quick-thinking to coordinate daily operations. This position will begin with a 1 year contract and with the potential opportunity to convert into a permanent role after organizational and performance review when the one year period ends. You are challenged to think smarter, faster, and more efficiently to help build a world-class customer experience. This requires a unique kind of versatility and talent - a multi-tasking thinker who has an eye for identifying problems and can coordinate across multiple channels to get the job done. You will also be responsible for working with our Operations Team and Product Team to develop long-term solutions to daily challenges such as: working with our Operations team to accommodate customer requests and incorporating customer feedback into the ongoing product and operational improvements.

Responsibilities

  • Help manage customer success and happiness by knowing the company's products inside-out and providing amazing customer service and support
  • Be the voice of Prenetics in helping customers with their inquiries, handle their complaints, and maximize their use and value of our products  
  • At the same time, be the customer's advocate and champion by disseminating customer feedback internally across teams and building a customer-centric culture
  • Resolve product/ service problems by clarifying the key issues; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Coordinate with internal departments and outsourcing partners to prepare for necessary resources to support the customers
  • Help identify and implement cross-departmental changes to ensure the highest satisfaction for customers and clients
  • Provide assistance in general administrative activities and ad-hoc duties as assigned by supervisor, including marketing and sales activities

Requirements

  • Extremely customer-oriented, someone who can exude high energy, positivity, patience and empathy in all communications with the customer  
  • Desire to work in a startup environment, with a positive, proactive mindset and minimum need for supervision
  • Excellent written and spoken English and Cantonese, proficiency in Mandarin
  • A high performer who is willing to meet standard performance targets
  • Well-organized, punctual, polite and strong sense of responsibility
  • Min. 2 years experience in Customer Service field
  • Candidates with limited availability will be considered as Part-time

What we offer

  • 5-day working week (on shift)
  • Working hours: 0930 - 1830 (Mon - Sun, including public holidays)
  • Work in a collaborative, energetic team environment
  • Competitive salary

Customer Success Executive

Location
Hong Kong
Job type
Full-time

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