Our client develops and maintains a sophisticated set of enterprise software products, so they embody the casual style but relentless focus that is often associated with the tech industry. They are also a client service organization, offering support to both corporate clients and their employees.
Responsibilities
- Inbound and outbound calls to stock option and share purchase plan participants
- Sensitively addressing customer needs and challenges in a timely and efficient manner
- Using the company's proprietary online application, Shareworks, email and other online tools to respond to client enquiries
- Responding to complaints from participants, including ensuring all situations are resolved or escalated appropriately
- Achieving daily benchmarks for call volumes and accuracy of responses
- Following established processes to ensure privacy, compliance and audit requirements are met at all times
- Working closely with all team members, ensuring information is shared as appropriate
- Excellent level of English and Cantonese or Mandarin
- Strong telephone skills mandatory, including communication skills and customer service focus
- Customer service experience is required
- Demonstrated success in providing exceptional customer service, particularly by phone and email
- Understanding of share plans, stock markets and trading would be a definite asset, but is not a requirement
- Demonstrated competency with common technology and technical concepts, including but not limited to email, internet, Excel and Word
- Strong analytical, attention-to-detail, and problem solving skills
- Comfortable in a fast-paced and evolving environment which includes ongoing learning and training opportunities
- Competitive salary offer
- Permanent contract
- Work schedule: Monday to Friday, flexible hours form 6am to 6pm.
- International environment
