Canopy
MoneySmart (SG)

Moneysmart (HK) - Customer Service Executive

Entry Level
Hong Kong
Customer Service Executive
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About Us

MoneySmart Group is South East Asia's leading personal financial portal helping consumers compare loans, insurance, and credit cards. MoneySmart was founded in 2009 with the simple aim to help consumers make better financial decisions.

Who we're looking for

We are growing and we're looking for talents to come onboard our Operations as an Customer Service Executive based in Hong Kong.

As one of the biggest financial marketplaces in APAC, Moneysmart assists customers with finding the correct financial products for them and the stage in their life.

Help make our customer's lives easier by delivering their online redemptions and assisting in customer operations. As a CS agent for MoneySmart, you will help customers track applications and assist in answering their queries whilst playing an important part in the customer operations aspect by improving our customer experience.

What you will be doing
  • Primarily handle inquiries pertaining to application tracking, payments, promo redemption, vouchers via, email and social media
  • Expected to provide first contact resolution according to standard operating procedures. In the event of non-FCR, you are expected to follow up and respond back to users via callback or Zendesk.
  • Update customers appropriately. i.e: Gdocx, Salesforce, Zendesk, etc
  • To meet KPIs including average handling time, first contact resolution rate, email/chat response rate, customer satisfaction score and etc
  • Communicate with internal Sales Ops for updates and Finance for updates to redemption time for customers
  • To ensure accuracy in information when communicating to MoneySmart customers
  • Communicate effectively with team members and MoneySmart customers
  • Take on ad-hoc projects/assignments
Who you are
Requirements
  • Having excellent spoken and writing skills in English and Mandarin/Cantonese (as you will also be handling enquiries in Mandarin/Canto)
  • Having a clear telephone voice
  • Business writing skill is mandatory
  • Being able to work independently
  • Being flexible and adaptable
  • Ability to multi-task, prioritize and manage time effectively
Cultural Competencies
  • Be a Positive Team Player
  • Take Ownership
  • Bias for Action
  • Take Charge of your Professional Development

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8 Commonwealth Ln, 04-02, Singapore 149555
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