Executive, Customer Service (Fintech)

TL;DR

Executive, Customer Service (Fintech): Handling customer inquiries and providing support via email, chat, and phone for Hong Kong customer base with an accent on issue resolution and customer satisfaction. Focus on accurate responses, escalation of complex cases, and process improvements.

Location: Fully remote to be based in Malaysia. Prioritize candidates already based in Malaysia who do not require work visa sponsorship.

Company

Leading tech- and AI-powered personal finance aggregation platform operating in Asia with over 300 commercial partners.

What you will do

• Promptly respond to customer inquiries via email, chat, and phone.
• Resolve issues and complaints for positive customer experience.
• Provide information on products and services.
• Escalate complex cases to appropriate teams.
• Maintain records of interactions.
• Contribute to customer service process improvements and collaborate with team.

Requirements

• Fluency in written and spoken Hong Kong Cantonese is mandatory.
• Good written and verbal English communication skills.
• Minimum 1 year experience in customer service handling email and chat.
• Proficiency in customer service software and tools.
• Strong problem-solving, multitasking, and attention to detail.

Nice to have

• Familiarity with Hong Kong financial services.
• Experience with Zendesk.

Culture & Benefits

• Competitive salary and benefits including insurance and mental wellness program.
• Annual leave, birthday leave, tenure leave, international remote work leave.
• Professional training, career advancement, and internal mobility.