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Senior Customer Success Specialist

2 months ago

Hong Kong, Central and Western District, Hong Kong SAR China TransUnion LLC Full time

About the Role:

At TransUnion LLC, we strive to build an environment where our associates are in the driver's seat of their professional development, while having access to support along the way. We encourage everyone to pursue their passions and take ownership of their careers. With the support of colleagues and mentors, our associates are given the tools needed to achieve their goals. Regardless of job titles, our associates have the opportunity to learn new things and be a leader every day.

About the Team:

The Member Engagement and Support team is a client-facing group providing support services to members of TransUnion LLC. As part of the team, this role is responsible for answering member inquiries, handling feedback, and addressing complaints. In addition, this role will participate in the training of members and handle any ad hoc projects as required by management.

About You:

  • University graduate in any discipline
  • 2-4 years of experience in a client-facing role providing customer service and support
  • Good understanding of the banking/financial industry is an advantage
  • Fluency in spoken English, Mandarin, and Cantonese is a must
  • Strong presentation skills and writing in English are essential
  • Excellent people management, interpersonal, and communication skills
  • Customer-oriented with a professional and passionate approach to providing excellent service

About the Impact:

  • Manage member inquiries, feedback, and complaints
  • Identify areas of improvement to enhance customer satisfaction and minimize complaints
  • Ensure outstanding customer experience and deliver results through leading and reviewing all processes
  • Perform due diligence on potential members and any KYC-related matters
  • Provide training to members to ensure their knowledge of company systems and privacy regulations
  • Participate in and handle ad hoc projects

About Us:

We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity, or any other characteristic protected by law.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TransUnion LLC office location for a minimum of two days a week.