Onboarding Analyst - Mandarin - Penang

Teleperformance; Petaling Jaya; On-site; MYR 250,000 - 300,000; Full time

Job summary

An established industry player is seeking an Onboarding Analyst to enhance customer experiences from sign-up to their first transaction. This role involves guiding clients through the onboarding process, ensuring they understand how to utilize the platform effectively, and maintaining high engagement metrics. The ideal candidate will possess strong communication skills in both Mandarin and English, and have a background in customer success or onboarding within a reputable SaaS environment. Join a dynamic team where your contributions will directly impact customer satisfaction and success!

Qualifications

• Min 2 years experience in onboarding or customer success roles.
• Strong communication skills in Mandarin and English required.

Responsibilities

• Onboard customers from sign-up to first transaction.
• Ensure compliance with AML and KYC standards.

Skills

Communication Skills

Customer Success

Onboarding Experience

Mandarin Language

English Language

Job description

Overview

• The Onboarding Analyst will be responsible for onboarding new clients, making them ready to use the platform, and supporting them during their first weeks as a user.

Qualifications

Job Requirements:

• Min 2 years of work experience in onboarding, customer success, or a similar role, preferably in a reputable and international SaaS company or startup.
• Strong communication skills in Mandarin and English - You can communicate very well on the phone and in writing, with internal and external stakeholders.
• Willing to work on rotating shifts (including weekends)

Responsibilities

(May perform other duties as requested that may not be specifically addressed in this document)

Responsibilities and Accountabilities:

• Onboard customers from the moment they sign-up until their first transaction. Help them go through sign up, account verification, account setup, explain how Aspire works, and pitch how it can add value to their business.
• Make their onboarding experience delightful and make each touchpoint with Aspire a great moment for them.
• Own the early-lifecycle engagement metrics for startup customers: conversion, engagement, customer NPS, etc.
• Be responsible for ensuring all client records are compliant with Anti-Money Laundering (AML) and Know Your Client (KYC) regulatory standards in a timely fashion.
• Review the collection and verification of data performed to ensure all KYC records are accurate and complete.
• Perform enhanced due diligence on sensitive clients.