Customer Support Executive

SLEEK; Hong Kong; On-site; HKD 201,000 - 312,000; Full time

Benefits offered by this job

Work from home 1 day per week

HKD 7,000/year health & benefits

Central office with HK view

Job summary

Sleek is hiring a Customer Support Executive to join the Hong Kong team. You will delight customers, promote loyalty, and help maximize customer lifetime value.

You will report to the Head of Sales Operations and Strategy in Hong Kong and act as the voice of the customer across Sleek’s product suite. You will handle high-volume tasks, use Zendesk for automation, and support retention initiatives while meeting SLAs and KPIs.

Qualifications

• 3–5 years work experience in customer support.
• 2+ years in a similar role.
• Experience in a fast-paced environment.
• Ability to partner with cross-functional teams and senior members of the organization.

Responsibilities

• Be the voice and champion of the customer with World Class Service through timely, high-quality interactions.
• Contribute to initiatives to improve customer experience at multiple touchpoints.
• Serve as a knowledgeable contact covering Sleek's product suite for customers and internal stakeholders.
• Escalate and resolve complex customer issues, liaising with customers and learning to prevent recurrences.

Skills

Customer support

Communication

Cross-functional collaboration

Time management

Problem solving

Attention to detail

Process improvement

Tools

Zendesk

Job description

Sleek.comis the SMEs operating system - we help them register companies in Singapore, Hong Kong, Australia & the United Kingdom and assist them with the management of their accounting, audit and taxes, in a 100% digital manner. We build cutting edge technology to automate manual work, and provide a delightful experience to our 6,000+ clients. Naturally, we are continuously looking for great people to join our dynamic team!

We are a team of 200+ builders from 17 countries, with offices in Singapore, Hong Kong, Australia, the United Kingdom & the Philippines, committed to delivering a great experience to our clients.

At Sleek, you will find a fast-paced environment focused on building great solutions, and endless opportunities for learning and knowledge sharing, whether it’s around a coffee with your colleagues at the office, or via video calls with your peers based overseas!

We are looking for a Customer Support Executive to join our Hong Kong team!

Job Description

The Customer Support Executive will play an instrumental role within Sleek, delighting our customers, promoting loyalty, improving customer lifetime value and aiming at being acknowledged by all our clients as a World Class Services provider. The Customer Support team ensures that all customers are successfully using the product or service they have purchased from Sleek. The Customer Support Executive will report to the Head of Sales Operations and Strategy in Hong Kong.

More specifically?

• Be ‘the voice and the champion of the customer’ within Sleek, ensuring a World Class Service Experience through timely and high quality interactions
• Involved in initiatives aimed at improving the experience of customers at multiple touchpoints across setup
• A highly knowledgeable point of contact, covering our full product suit for customers and internal stakeholders
• An escalation point for customer issues, including liaising with the customer to resolve the situation, incorporate learnings to improve future customer experience. Will take over the most complicated escalation cases
• Delivering data-based insights back to the business to identify problems, improve processes, or decide when to build new features
• Successfully manage a high volume of tasks through effective team and personal prioritisation. Will constantly seek on how to optimize and automate processes. For this, the Customer Support Executive will have to be proficient in Zendesk to take the most of this tool, notably with the automated replies using the bot and the knowledge bases.
• Involved in executing customer retention strategies, including the impact of sales to support on overall customer satisfaction
• Ensuring the Customer Support team are adhering to Customer Support SLAs and following process for customer interactions, ensuring that KPIs and target are met

Qualifications

Who are you?

• 3 - 5 years work experience with 2+ years in a similar role
• Background in Customer Support in a fast paced environment
• Track record in thriving in a dynamic, ever changing environment with a strong bias toward action, meeting deadlines, following up closely all cases
• Desire to successfully partner with cross-functional teams, confident in dealing with senior members of the organisation to deliver the best outcome for customers and Sleek
• An operational mind-set focused on scale, self-driven, solution-driven, efficiency and performance
• Strong organizational capabilities in terms of tasks allocation
• Proven track record of exceeding goals, KPIs including operational
• Strong verbal and written communications skills

Additional Information

How about the Company & work environment?

• We take corporate social responsibility very seriouslyat company level and absorb the yearly carbon footprint of all of our employees
• Multicultural team with 15+ nationalities and as many languages spoken internally!
• One day of work from home per week
• A pool of HKD 7,000/year of Health & Benefits
• A great and vast high floor corner office in the heart of Central with an amazing view over Hong Kong and the mountains