Customer Service Representative

eTeam; Hong Kong; On-site; HKD 167,000 - 246,000; Full time

Job summary

eTeam in Hong Kong seeks a dedicated customer support specialist to assist driver partners during onboarding and ongoing operations. You will provide virtual, phone, and face-to-face support to ensure smooth adoption of the app and high satisfaction levels.

The role emphasizes strong communication, product knowledge, and relationship-building with drivers, with a focus on resolving escalated issues efficiently.

Qualifications

• Cantonese language is mandatory for this role.
• English proficiency is preferred for cross-border communication.
• Excellent verbal and written communication abilities.
• Experience in customer or driver support is beneficial.

Responsibilities

• Provide virtual, phone, and face-to-face support to driver partners during onboarding.
• Deliver high-quality driver support and customer satisfaction while resolving complex issues.
• Handle phone- and ticket-based cases and escalate when needed.
• Work independently with a self-driven mindset and contribute to process improvements.
• Communicate effectively across phone, messaging, and in-person interactions.
• Maintain strong product knowledge to explain solutions persuasively.
• Build positive relationships with driver partners through interpersonal skills.

Skills

Cantonese fluency

English proficiency

Strong communication skills

Customer support

Job description

• Provide virtual, phone, and face-to-face support to driver partners throughout the onboarding process, guiding them through the app efficiently and assisting with other operational initiatives.
• Deliver high-quality driver support and customer satisfaction while resolving complex inbound and outbound driver issues, including cases without well-documented procedures. Provide outbound phone support where relevant to the line of business.
• Handle phone- and ticket-based cases, where applicable, and effectively resolve escalated issues.
• Work independently and demonstrate a self-driven approach, while contributing to a collaborative and synergistic work environment where team members learn from one another and continuously improve processes for users.
• Demonstrate strong communication skills across phone, messaging, and face-to-face interactions.
• Fluency in Cantonese is mandatory, while proficiency in English is preferred.
• Demonstrate strong product and industry knowledge, with the ability to explain solutions persuasively and apply effective problem-solving skills.
• Possess strong interpersonal and relationship-building skills to establish and maintain positive relationships with driver partners.