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!
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