Customer Services Executive

About the Role

We are looking for a Customer Support Executive to provide first-line client support. You will monitor, log and triage client enquiries and issues, ensuring each case is promptly directed to the appropriate internal team and followed through to resolution.

The role requires strong communication, organisation and case-management skills, as well as the ability to manage multiple client matters professionally and accurately.

Key Responsibilities

• Act as the first point of contact for client enquiries received through designated support channels.

• Monitor, acknowledge, log and track client enquiries, requests and reported issues.

• Assess and route cases to the appropriate internal team.

• Follow up on open cases and provide clients with clear and timely updates.

• Escalate urgent, time-sensitive or unresolved matters in accordance with internal procedures.

• Maintain accurate records of client communications, case status and resolution outcomes.

• Identify recurring client issues and share feedback with relevant teams to improve processes, service quality and client communications.

• Support other client service and operational activities as required.
  

Requirements

• Degree, Higher Diploma or Associate Degree in any discipline.

• 1–3 years of experience in customer service, client support, operations, client onboarding, banking, fintech or a related field.

• Strong written and verbal communication, organisational and coordination skills.

• Detail-oriented, proactive and able to manage multiple cases and priorities.

• Good problem-solving skills and judgement in identifying appropriate teams and escalation routes.

• Experience in using ticketing systems, CRM platforms, spreadsheets and client-record management tools.

• Good command of written and spoken English and Chinese; Mandarin is an advantage.

• International or cross-border working experience is an advantage.

Immediate availability is highly preferred. 

Business formal dressing is required.

Benefits:

• Five working days a week; 09:00 AM - 06:00 PM/ 10:00 AM - 07:00 PM

• Birthday leave

• Fringe benefits including: Annual Leave, Trainings, Double Pay and Discretionary bonus

• Medical & Dental Benefits

• Supportive working atmosphere

• Stable and friendly working environment

• Career development opportunities