Canopy

Hellotoby (HK)- Customer Success Manager

Mid Level
Hong Kong
Customer Success Manager
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Who we're looking for

We are currently looking to hire a Customer Success Manager to join our team in Hong Kong.

What you will be doing
  • Continuous optimization of Customer Service procedures and policies
  • Close cooperation with Product teams towards optimizing usability and customer satisfaction
  • Set up and control the internal quality process, work practices & procedures
  • Provide CS training to CS team and distributors and proper coaching when needed
  • Lead and support customer service team in HK and SZ for handling customer - complaint & enquires timely

About you
  • At least 3 years of CS / Call centre experience, preferably in online service industry/start up
  • Bachelor degree is required
  • Exceptional writing and verbal communication skills, both in English, Cantonese & Mandarin
  • Ability to work in a cross-functional environment and to lead complex operational initiatives
  • Prior professional experience with optimization, processes and program/project management is required
  • Experience working in high-volume or extremely fast-paced environment is preferred
  • Detail-oriented, self-starter & highly motivated to succeed
  • Knowledge of Data mining tools and Zendesk is a plus

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