Customer Support Executive

To do what?

The Customer Support Executive will play an instrumental role within Sleek, delighting our customers, promoting loyalty, improving customer lifetime value and aiming at being acknowledged by all our clients as a World Class Services provider. The Customer Support team ensures that all customers are successfully using the product or service they have purchased from Sleek. The Customer Support Executive will report to the Head of Sales Operations and Strategy in Hong Kong.


More specifically?

• Be ‘the voice and the champion of the customer’ within Sleek, ensuring a World Class Service Experience through timely and high quality interactions
• Involved in initiatives aimed at improving the experience of customers at multiple touchpoints across setup
• A highly knowledgeable point of contact, covering our full product suit for customers and internal stakeholders
• An escalation point for customer issues, including liaising with the customer to resolve the situation, incorporate learnings to improve future customer experience. Will take over the most complicated escalation cases
• Delivering data-based insights back to the business to identify problems, improve processes, or decide when to build new features 
• Successfully manage a high volume of tasks through effective team and personal prioritisation. Will constantly seek on how to optimize and automate processes. For this, the Customer Support Executive will have to be proficient in Zendesk to take the most of this tool, notably with the automated replies using the bot and the knowledge bases.
• Involved in executing customer retention strategies, including the impact of sales to support on overall customer satisfaction
• Ensuring the Customer Support team are adhering to Customer Support SLAs and following process for customer interactions, ensuring that KPIs and target are met

Who are you?
 

• 3 - 5 years work experience with 2+ years in a similar role
• Background in Customer Support in a fast paced environment
• Track record in thriving in a dynamic, ever changing environment with a strong bias toward action, meeting deadlines, following up closely all cases
• Desire to successfully partner with cross-functional teams, confident in dealing with senior members of the organisation to deliver the best outcome for customers and Sleek
• An operational mind-set focused on scale, self-driven, solution-driven, efficiency and performance
• Strong organizational capabilities in terms of tasks allocation
• Proven track record of exceeding goals, KPIs including operational
• Strong verbal and written communications skills

How about the Company & work environment?

• Our values are: Simplicity, Loyalty, Excellence, Entrepreneurship, Kindness
• We take corporate social responsibility very seriously at company level and absorb the yearly carbon footprint of all of our employees
• Multicultural team with 15+ nationalities and as many languages spoken internally!
• One day of work from home per week
• A pool of HKD 7,000/year of Health & Benefits
• A great and vast high floor corner office in the heart of Central with an amazing view over Hong Kong and the mountains