Customer Support & Conversion Manager

Forthright Financial Holdings Company Limited; Hong Kong; On-site; HKD 180,000 - 240,000; Full time

Job summary

Forthright Financial Holdings Company Limited is seeking a dedicated professional to support offline account opening conversion and service optimization. You will manage multi-channel leads via WhatsApp, Facebook ads, seminars, and KOLs, and help drive successful account openings while ensuring a smooth customer experience.

Responsibilities include creating operation guides and FAQ documents, coordinating seminar confirmations and reminders, providing on-site support at events, and collecting

Qualifications

• Diploma or higher in customer service, marketing or related field.
• 3+ years in customer service or sales support; financial industry preferred.
• Excellent communication and customer management abilities.
• Fluent in Cantonese and Mandarin; English basic preferred.

Responsibilities

• Follow up multi-channel potential customer leads through WhatsApp to drive account opening conversion
• Optimize account opening service processes and create relevant guides and FAQ documents
• Manage seminar confirmation notifications, reminder messages, and customer attendance
• Provide on-site account opening service support at seminars and offline activities
• Collect customer feedback and propose service improvement suggestions
• Work closely with field promotion and activity teams to enhance overall conversion efficiency

Skills

Customer service

Sales support

Multi-channel communication

WhatsApp proficiency

Account opening process

Client follow-up

Education

Diploma or above in customer service/marketing or related field

Tools

WhatsApp

CRM software

Job description

Responsible for end-to-end offline account opening conversion process follow-up and service optimization. Track potential customer leads from multiple channels including Facebook advertising, seminars, and KOLs through WhatsApp to drive account opening conversion. Optimize the account opening service process by creating account opening service and APP usage-related booklets, operation guides, and FAQ documents. Manage seminar confirmation notifications, reminder messages, and customer attendance. Provide on-site account opening service support at seminars and offline activities to ensure smooth account opening processes and enhance customer experience. Collect customer feedback and propose service improvement suggestions while working closely with field promotion and activity teams.

Key responsibilities

• Follow up multi-channel potential customer leads through WhatsApp to drive account opening conversion
• Optimize account opening service processes and create relevant guides and FAQ documents
• Manage seminar confirmation notifications, reminder messages, and customer attendance
• Provide on-site account opening service support at seminars and offline activities
• Collect customer feedback and propose service improvement suggestions
• Work closely with field promotion and activity teams to enhance overall conversion efficiency

About you

• Diploma or above qualification in customer service, marketing, or related field
• 3 or more years of experience in customer service or sales support; experience in the financial industry is preferred
• Excellent communication and customer management abilities
• Proficiency with communication tools such as WhatsApp
• Candidate with SFC license (Type 1) or relevant financial industry experience is highly preferred
• Fluent in Cantonese and Mandarin, basic English communication ability is preferred

Forthright Financial Holdings Company Limited ("Forthright Financial") is a leading provider of investment and financial trading services for our customers. Established in August 2015