Customer Support Manager

at hellotoby Technology (HK) Ltd in Hong Kong



Responsibilities

• Understand and can effectively communicate the entire HelloToby experience on
mobile app and website for both service providers and consumers
• Swiftly respond to user inquiries through the phone, WhatsApp, online chatroom,
social media and e-mails; ability to multitask and handle issues over all channels is
a must
• Handle disputes escalation in accordance to existing policies and procedures and
possess ability to think under stressful situation
• Work with the management team and peers to effectively resolve high priority
issues
• Record and communicate bugs and user feedback to the developers and the
management team
• Stay informed of all site and policy changes as they occur and be able to articulate
them accurately
• Develop and implement customer support SOP
• Manage internal knowledge database and website FAQ
• Provide training and support for new members of support team

Qualifications

• Higher Diploma or Degree holder preferred
• Strong command of Chinese and English both verbally and in writing
• Previous experience in a fast-paced customer service environment and
outstanding phone support skills are a must. Past work dealing with escalated
issues is a plus
• Excellent interpersonal skills and exhibit courtesy, kindness, efficiency and
helpfulness
• Excellent communication skills, can speak clearly, calmly, and persuasively in a
high-pressure environment
• Reliability and dependability in responding to management direction and solicit
feedback to improve performance
Apply now

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Published on 25-06-2017
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