Our client is an international finance and investment solution company, they are currently looking for a Client Support Manager overseeing regional client supports
- Lead the team of Client Support Representative across Hong Kong, Korea and Japan and continuously build the team capabilities and performance. Ensure the team serve as a single point of contact for post-sales services and ongoing relationship support. Work with different functional teams to own, coordinate and resolve data, functional, and technical issues that arise from all our products by acting as the primary issue owner for assigned clients.
- Collaborates with offshore support center team to ensure global integration and understands regional and local client service needs in order to strive to exceed desired service levels, and acts as an escalation point for client issues when necessary.
- Measures, achieves, and communicates agreed upon key performance indicators. Understands and addresses customer experience outliers in real-time.
- Provides feedback to Sales and Product teams regarding potential business opportunities and product innovations, based on insights gained through service interactions with customers and analysis of support data/logs.
- At least 5-6 years of professional experience including client servicing and 2-3 years of people management experience.
- Bachelor’s degree or equivalent with a strong academic record.
- Strong customer service ethic; and proven organisational and multitasking skills.
- Organised with an analytical approach and the ability to work in a dynamic environment.
- An ability to be creative and think strategically when it comes to problem solving.
- Ease in dealing with ambiguity; ability to create focus, coordination and keeping internal & external stakeholders on track.
- Sound technical understanding of systems, data collection and delivery.
- Deep knowledge of the investment and competitive landscape; and market trends impacting our clients.
- Excellent command of spoken and written English, Cantonese and Putonghua