Customer Solutions

Trainer and QA Analyst (CS Team)

Hong Kong Island   |   Full time

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!


Responsibilities

  • Report to Head of Customer Service and participate in formulating and implementing the CS training and development plans in order to support the business goals

  • Help build our customer service  team and processes, taking ownership of CS educational content and FAQ sections

  • Working closely with the Customer Service (CS) Team and other departments to review feedback on all customer processes and sharing this feedback with the relevant teams

  • Communicate with other teams to be aware of any updates and inform the CS team and maintain the CS knowledge base

  • Monitoring 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 reviews

  • Managing non-conformances and breaches within the CS teams by timely reporting and recommendations and addressing these issues with the team

  • Organize team meetings to ensure standards are aligned 

  • Hosting regular quality meetings with management and customer facing teams with analysis and offering solutions to improve areas of concern

What you will need:

  • Excellent verbal and written command of Cantonese, Mandarin and English

  • Proficient skills in MS Word, Excel & Chinese Word Processing

  • Experience documenting processes in a structured manner and building a knowledge base for internal use, as well as customer-facing FAQ sections

  • Experience training customer service specialists 

  • Experience in communicating with customers via email and LiveChat would be preferred

  • Logical, systematic and open-minded when resolving issues

  • Have a strong commitment to providing excellent customer service  with a strong analytical ability

  • Outgoing, friendly and resourceful

  • Ability to work independently and as a team

  • Experience working in a startup

More about us:

  • Fastest growing fintech startup in Hong Kong

  • Young, energetic and multicultural team

  • Flat organisation structure

  • Opportunities to grow and shine!


We value our employees - let’s check out what we offer:

  • 20 days annual leave

  • Medical & dental benefits

  • Work-life balance


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