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Trainer and QA Analyst - Customer Solutions Team - Fintech StartupNeat Limited
  • Admiralty
  • HK$20,000 - 30,000 /month
  • Posted on 22 Aug 2019
Trainer and QA Analyst - Customer Solutions Team - Fintech StartupNeat Limited

Job Highlights

  • Flat structure, empowerment and work-life balance
  • Fintech start-up, multicultural team
  • Flexible working hours, medical & dental benefits

Job Description

At Neat, we’ve built Hong Kong's first online business account, supporting entrepreneurs wherever they go. We’re building a solution that’s friendlier, faster and more modern than a bank.  Our goal is to provide a fully digital and joyful customer experience.

Want to help us achieve this vision?  

We’re looking for someone that can delight our customers, is a natural problem solver and gets excited about being part of a young and growing business. Come and join our team!

 

What you will be doing 

  • Report to Head of Customer Service and participate in formulating and implementing the CS training and development plans in order to support the business goals
  • Help build our customer service  team and processes, taking ownership of CS educational content and FAQ sections
  • Working closely with the Customer Service (CS) Team and other departments to review feedback on all customer processes and sharing this feedback with the relevant teams
  • Communicate with other teams to be aware of any updates and inform the CS team and maintain the CS knowledge base
  • Monitoring and auditing of e-mails and chats, ensuring the team is  adhering to agreed quality standards, providing correct information, and following tone & voice guidelines.  Assist Head of Customer Service with CS team performance reviews
  • Managing non-conformances and breaches within the CS teams by timely reporting and recommendations and addressing these issues with the team
  • Organize team meetings to ensure standards are aligned 
  • Hosting regular quality meetings with management and customer facing teams with analysis and offering solutions to improve areas of concern

What you will need:

  • Excellent verbal and written command of Cantonese, Mandarin and English
  • Proficient skills in MS Word, Excel & Chinese Word Processing
  • Experience documenting processes in a structured manner and building a knowledge base for internal use, as well as customer-facing FAQ sections
  • Experience training customer service specialists 
  • Experience in communicating with customers via email and LiveChat would be preferred
  • Logical, systematic and open-minded when resolving issues
  • Have a strong commitment to providing excellent customer service  with a strong analytical ability
  • Outgoing, friendly and resourceful
  • Ability to work independently and as a team
  • Experience working in a startup

More about us:

  • Fastest growing fintech startup in Hong Kong
  • Young, energetic and multicultural team
  • Flat organisation structure
  • Opportunities to grow and shine!
     

We value our employees - let’s check out what we offer:

  • 20 days annual leave
  • Medical & dental benefits
  • Work-life balance environment

 

Additional Information

Years of Experience
4 years
Employment Type
Full Time

Company Overview

Neat is an exciting, fast growing and VC-backed fintech company. We're a small and diverse group of professionals and we're looking for new talents to join our team! Read more about us at www.neat.hk 

Additional Company Information

Benefits & Others
Dental insurance, Five-day work week, Flexible working hours, Medical insurance, Work from home