Customer Experience Strategist

2 days ago


Hong Kong Island, Hong Kong SAR China OSL Full time
Talent Acquisition Lead @ OSL

OSL, a regulated crypto trading platform, seeks a Customer Success Specialist to ensure seamless B2C support. The ideal candidate will have 3+ years of experience in customer success/support roles, preferably in retail financial services or cryptocurrency environments.

Key Responsibilities
  • Handle high volumes of customer inquiries via various channels, providing timely and empathetic responses.
  • Maintain professionalism and attention to detail in all interactions.
  • Document customer interactions in CRM systems for accurate records.
  • Collaborate with internal departments to resolve complex issues and enhance the customer experience.
  • Innovate customer support processes to boost efficiency and satisfaction.
  • Meet or exceed performance metrics, including response time and customer satisfaction scores.
Requirements
  • At least 3 years of experience in customer success/support roles.
  • Strong communication skills, including proficiency in English, Mandarin, and/or Cantonese.
  • 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 approach to problem-solving.
  • Ability to work collaboratively across multiple departments as a customer advocate.


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