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Customer Support Executive

4 weeks ago

Central And Western District, Hong Kong SAR China Nivoda Full time
Location: Remote in Hong KongWorking Hours: 8am - 5pm OR 9am - 6pm HKTSalary: 210,000 HKD - 234,000 HKD per annumLanguage requirements: Professional fluency in English as well as Mandarin or Cantonese is required.As a Customer Support Executive at Nivoda, you'll play a vital role in ensuring our customers have a seamless journey with Nivoda. Your main responsibilities include answering customer inquiries via live chat, WhatsApp, and email, handling day-to-day client issues related to logistics, orders, website bugs, and serving as the voice of the customer internally. Collaboration with all departments is key, making you the glue that binds our organization together.If you are a problem solver with a customer-centric approach to your work, this is an opportunity to make a real impact in a rapidly evolving industry.About us:Nivoda is an extremely fast-growing B2B marketplace revolutionizing the way the global diamond industry operates. Nivoda connects buyers and sellers of diamonds on its online platform and facilitates the most transparent, efficient, and cost-effective way to sell and buy diamonds.Since launch in 2017, Nivoda has grown to a team of 400+ employees worldwide and has remained true to its founding mission: build the trusted global marketplace for the jewellery industry by delivering modern tools and quantitative ROI.What you’ll do:Focus on resolving customer issues and ensuring swift response times, making customer satisfaction a top priority.Adapt to constant changes in our fast-paced, scale-up environment, and stay ahead of the curve with new product releases to deliver the best possible experience to our valued clients.You will be measured through team KPIs, including resolution time and response time. You'll have the autonomy to set your own KPIs, giving you the freedom to drive your personal and team growth.Answer customer inquiries via live chat, WhatsApp, and email, handling day-to-day client issues.What you’ll need:Minimum 2 years experience in online customer support, live chat, and calls.Organised and able to multitask across different platforms.Proactive and forward-thinking.Assertive nature and ability to be the voice of the customer when communicating internally.Excellent cross-functional collaboration skills.What we offer:Opportunity to join us at a dynamic growth phase, where your contributions can have a significant impact on shaping the company's future success.Remote working environment.Flexible working.Unlimited holiday.Fast-paced and global working environment.

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