Customer Service Executive

Customer Service Executive (Cantonese Writing Required)

MoneySmart Group is South East Asia's leading personal financial portal, helping consumers to compare credit cards, loans and insurers. MoneySmart was founded in 2009 with the simple goal to help consumers make better financial decisions.

Through aggregating and consolidating product information via a single platform for comparison, MoneySmart empowers consumers to make better financial decisions. Whether it is for credit cards, loans or insurance, MoneySmart makes information easy to understand and products easy to apply for, all in one place.

We are growing and we are looking for talented people to join our team as a Customer Service Executive. This role will be based in Malaysia serving Hong Kong customers.

What It Takes

• Primarily handle inquiries related to MoneySmart exclusive campaigns, application tracking, and reward redemption through Freshdesk tickets or chats.
• Expected to provide first contact resolution according to standard operating procedures. In the event of non-FCR, you are expected to follow up and respond back to users via Freshdesk.
• To meet KPIs including average handling time, first contact resolution rate, ticket / chat response rate, customer satisfaction score, QA and more.
• To be compliant with all internal processes and procedures.
• Communicate well with internal teams so as to provide prompt updates to customers.
• To communicate effectively and accurately with MoneySmart customers.
  
  

Requirements

• Min. 2 years of contact center experience, mainly in customer service
• Fluent in speaking Cantonese and written Traditional Chinese. Ability to communicate in basic English with other stakeholders.
• Business writing skill is mandatory
• Being able to work independently
• Being flexible and adaptable
• Ability to multitask, prioritise and manage time effectively
• Must be able to work on weekends and Public Holidays
  
  

MoneySmart's Values

• Be a Positive Team Player
• Take Ownership
• Bias for Action
• Take Charge of Your Professional Growth
• Be Customer Centric
  
  

MoneySmart's Cultural Pillars

• Traits We Admire
• Culture Tenets
• Leadership Tenets
  
  

MoneySmart Group is an equal opportunity employer. Please include only relevant details and avoid unnecessary information (e.g. photos, age) in your job application to assist us in ensuring that the interview process is devoid of bias.