As a Customer Service Officer at Hellotoby, you will play a critical role in ensuring that our users have a seamless and positive experience on our platform. You will be the first point of contact for customers, handling inquiries, resolving issues, and providing guidance on how to best utilize our service matching platform. Your passion for customer satisfaction and commitment to excellence will contribute to the overall success of our platform and user experience.
Responsibilities
- Respond to customer inquiries and support requests via phone, email, chat, or social media channels, providing timely, accurate, and empathetic assistance
- Assist customers with platform navigation, service provider selection, booking, and account management, guiding them through the entire process
- Investigate and resolve customer issues, coordinating with internal teams as needed to ensure timely resolution and customer satisfaction
- Provide feedback to the Product and Engineering teams on customer pain points, feature requests, and platform improvements to enhance the overall user experience
- Maintain up-to-date knowledge of company policies, procedures, product offerings, and platform functionality to provide accurate information and support to customers
- Collaborate with the Marketing team to assist in the creation of user guides, FAQs, and other educational materials for customers
- Continuously strive to improve customer service processes, tools, and best practices, ensuring a consistently high level of support.
Requirements
- Higher diploma or equivalent
- At least 2 years of experience in customer service, preferably in a digital platform or service-oriented environment
- Good communication and interpersonal skills, with the ability to empathize with customers and articulate solutions clearly
- Good problem-solving skills, with the ability to think critically, analyze situations, and provide effective solutions
- Flexibility to work in shifts, weekends, and holidays as needed to ensure consistent coverage and support for our customers
- Familiar with Operational and CRM system is an advantage
- Proficient in Chinese word-processing and computer knowledge
- Proficient in spoken and written English and Chinese (including Mandarin)
Job Offer:
- At least 16 days leave (included Annual Leave and Birthday Leave)
- Open, friendly and comfortable working environment
- Competitive Package
- Stable and sensible working hours
- Medical insurance
- In-app staff discount
- Snacks and Drinks
_Remuneration will be commensurate with qualification and experience. Interested parties, please send your application with detailed resume indicating both existing & expected salary and date of availability to us.
We are an equal opportunity employer. All applications received will be kept in strictest confidence and for recruitment purpose only._
工作類型: 全職
薪酬： 每月 $18,000.00 起
工作時間：
- 日班
福利：
- 員工購物優惠
- 在職專業培訓
- 晉升機會
- 有薪年假
- 有薪病假
- 牙科保險
- 產假
- 育嬰假
- 醫療保險
補充薪酬類型：
- 表現花紅
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