Key Responsibility

• Handles customer enquiries from various communication channels to ensure OSL B2C Support meets customer needs
• Maintain a high level of professionalism and empathy in all customer interactions.
• Document and track customer interactions in CRM systems to ensure accurate records.
• Collaborate with other departments to resolve complex issues and enhance customer experience.
• Continuously innovate customer support processes to boost efficiency and enhance customer experience.
• Meet or exceed individual and team performance metrics, including response time and customer satisfaction scores.

Requirements:

• At least 3 years experience in a Customer Success / Customer Support, or similar role, with a strong preference a Retail Financial Services / Cryptocurrency / Virtual Bank / Technology environment.
• Strong experience in handling high volumes of customer enquiries
• Excellent communication skills, including proficiency in English, Mandarin and/or Cantonese.
• Strong experience with customer feedback tools and metrics-driven performance analysis
• Proficiency in using CRM systems and support center platforms for email and chat.
• A proactive, innovative,and customer-centric approach to problem-solving.
• Ability to work collaboratively and consultatively across multiple internal departments as a customer advocate.
• Leadership skills will be a plus