Customer Success Specialist
OSL
Full-time
On-site
hong kong hong kong Hong Kong
- Handles customer enquiries from various communication channels to ensure OSL B2C Support meets customer needs
- Maintain a high level of professionalism and empathy in all customer interactions.
- Document and track customer interactions in CRM systems to ensure accurate records.
- Collaborate with other departments to resolve complex issues and enhance customer experience.
- Continuously innovate customer support processes to boost efficiency and enhance customer experience.
- Meet or exceed individual and team performance metrics, including response time and customer satisfaction scores.
- At least 3 years experience in a Customer Success / Customer Support, or similar role, with a strong preference a Retail Financial Services / Cryptocurrency / Virtual Bank / Technology environment.
- Strong experience in handling high volumes of customer enquiries
- Excellent communication skills, including proficiency in English, Mandarin and/or Cantonese.
- Strong experience with customer feedback tools and metrics-driven performance analysis
- Proficiency in using CRM systems and support center platforms for email and chat.
- A proactive, innovative,and customer-centric approach to problem-solving.
- Ability to work collaboratively and consultatively across multiple internal departments as a customer advocate.
- Leadership skills will be a plus