Customer Support

• Provide customer service to clients via live chat, phone call, and email;
• Keep clients updated on the status of their requests, providing clear and concise communication;
• Identify, escalate and communicate complex issues to the appropriate specialist via CRM, ensuring timely resolution.
• Ensure compliance with market-specific regulatory requirements;
• Verify documents submitted by clients within specific regions while adhering to regulatory requirements;
• Prepare and interpret reports and documentation.
• Attend company seminars to stay up to date with the company's business functions and roles.
• Meet quarterly KPI targets set by the CS Manager, demonstrating strong performance.
• Collaborate with the BD team to develop business strategies aligned with trends & customer needs.
• Undertake other ad hoc tasks assigned by the manager.

Customer Support, English Speakers

• Frontline Support as the initial point of technical contact for customer issues
• Emphasizes rapid triage, clear and consistent communication, and adherence to established support processes
• Focus on resolving known or complex issues directly
• Identifying when to escalate and maintaining customer satisfaction through responsiveness, accuracy, and follow-through
• Accountable for SLA adherence, customer communication, and creating smooth handoff experiences when needed
• Plans and organizes related tasks independently to meet interdependent goals
• Develops solutions to moderately complex problems with minimal guidance

Software Engineer – Customer Support

• Deliver exceptional, trilingual (English/Mandarin/Cantonese) remote support for our clients—entrepreneurs and SMEs navigating business incorporation, accounting, and compliance in Hong Kong.
• Follow up with clients for feedback and submissions of documents.
• Resolve customer inquiries via email, live chat, and phone with a focus on speed and clarity.
• Guide clients through Sleek’s digital platforms (e.g., onboarding, document submissions).
• Troubleshoot issues related to business incorporation, accounting, and more, escalating to internal teams when needed.
• Work closely with Sales, Compliance, Corporate Secretary, Accounting and Tech teams to ensure seamless service.
• Identify recurring customer pain points and suggest improvements to workflows or help center content.

Customer Support Executive

• - Being the first point of contact for Nasstar NGMS customers
• - To answer telephone calls, live chat and portal communications from clients and their users, ensuring a professional manner is maintained throughout
• - Speak with confidence on the issue at hand, reassuring the customer of a positive outcome
• - To correctly validate issues, including service/product offering, categorization, prioritization, advising product users through features, functionalities and initial triage detail
• - To resolve issues/requests on first contact
• ** Work as part of a team **
• - Support the team in reaching its KPI’s and objectives
• - Work with peers and mentors to progress your working knowledge
• - Communicate with your team and leaders if assistance is required
• - Collaborate and share knowledge to improve the team's wider capability
• **Actively managing and maintaining a list of assigned cases**
• - By ensuring they are regularly updated in-line with contractual SLAs
• - Keeping the customer informed and updated with the progression of their issue
• - Ensuring any investigative work is documented in tickets you’re working on
• - Being accountable for collecting updates from resolver teams to see the issue through to resolution
• **Conference & events support **
• - Set up video events sessions on the various platforms infrastructure systems and launch the video conferences at scheduled time.
• - Manage and support assigned video events until completion, remaining focused on the customer at all times.
• - Provide Live Assist, Meet & Greet and Dedicated Engineer services for customer video conferences.
• - Perform first line troubleshooting with the customer's local site support for problems that occur during video events.
• - Report and update video conference details post-conference into the centralized database accurately and concisely.
• - Open incident tickets against all issues reported into the centralized CSM/ITSM tool i.e. ServiceNow**accurately and concisely.
• - Manage and support high profile video events.

Customer Services Analyst

• - Collaborate with the Customer Experience team to deliver exceptional customer support.
• - Play a key role in building meaningful relationships with customers across various communication channels.
• - Gather and relay valuable customer feedback to help improve products and services.

Customer Service Officer – Offshore

• Accept inbound calls from doctors, nurses, pharmacies, and other healthcare entities
• Obtain necessary information, attempt to resolve incidents or escalate if necessary
• Document client’s name, concerns/complaints, facility and phone number
• Follow necessary Customer Support protocols
• Interact with customers in a professional and enthusiastic manner
• Promptly answer support calls, document and transfer with a high level of urgency
• Accurately document client interaction
• Organize caseload, troubleshoot assigned queue of cases and identify those that need escalation
• Resolve open tickets and communicate resolution to the client

Customer Support Specialist

• **What you will do: **
• - Delivering a best in class customer experience in person and via our omni-channel support. Engaging customers with speed, empathy and effectiveness, while building trust-based and enduring relationships.
• - On-boarding customers by processing their applications and performing KYC checks.
• - Perform any day-to-day operational tasks under CX team’s portfolio.
• - Assist in preparing reports.
• - Taking ownership of customer success metrics, from a company to a personal level.
• - Demonstrating strong personal values and a commitment that is in line with our mission and company values.

Customer Experience Executive – Contract

• Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternate solutions tailored to individual needs.
• Serve as a product, company and industry ambassador, keen on educating customers on the capabilities of our solutions.
• Create an optimized & data-led model of the customer journey (plan for every customer), then make sure all internal stakeholders are aligned.
• Collaborate with sales and marketing to create and optimize the upsell and cross-sell strategies.
• Conduct weekly, quarterly and annual customer business reviews to ensure customers optimize our product/service, issues are resolved proactively and customer goals are met.
• Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout customer life cycle.
• Provide insight and relay the voice of customer with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering.

Senior Customer Support Manager

• Contact assigned customer accounts to sell company products
• Meet personal sales targets and develop new business
• Maintain customer relationships and troubleshoot specific customer problems
• Develop and implement customer contact plans for product launches
• Act as the first point of contact for customer queries and complaints
• Identify potential customers through information and referrals
• Schedule follow-up actions and enter relevant information in CRM system
• Collaborate with colleagues to build strong external customer relationships

Customer Service Advisor

• Deliver prompt, quality, and professional service for walk in customer for both General and Life insurance needs and requirement such as insurance purchase/renewal, endorsement, enquiries, complaints and claims handling including via telephone or emails.
• Maintain broad knowledge of General and Life Insurance products and services
• To ensure issuance of Motor and Non-Motor Insurance according to company guidelines
• To ensure payments are collected on Cash Before Cover (CBC) for walk in customer and official receipt is issued upon payment received.
• Handling and control daily collection, balancing and reconciliation for life insurance: Handling and control daily collection, balancing and reconciliation
• Prepare and submit Ad-hoc report within turnaround time (TAT) to Account Department
• Safekeeping of collection, cash float and security documents
• Receipt issuance
• Returned cheque handling
• Decentralization of policy servicing (BPM, financial & non-financial policy changes and reinstatement) and decentralization of claim BPM.
• To ensure compliance of FSA 2013, branch SOPs, guidelines & policies issued by relevant bodies.
• To safeguard assets and promote efficient utilization of resources
• To ensure required licenses are renewed and displayed at designated place
• Overall Responsible for security of the branch and collection.
• To ensure that services standard is achieved
• Collaborate and exchange best practices among team members from time to time
• Undertake other duties and assignments assigned by Superior/Branch Manager and when required
• To support on claims related matters and responsible for efficient and effective operation on claims concierge service functions by providing quality service to walk-in customer, agents, and marketers and email claims documents upon receipt to claim hubs within the deadline

Customer Service Executive, Life Branch Operations

• Be the face of Allianz - possess strong focus on customer experience; deliver high quality standards and service level to serve the existing customer to handle accident (and road side assistance) and other inquiries via phone calls including emails, mails, faxes and/or social media
• Responsible to provide first contact resolution (FCR) when possible, by providing basic trouble shooting and offer appropriate alternative
• Responsible to perform proper escalation including unresolved complaints to respective unit or Customer Feedback Center for resolution
• Perform other on and off telephone tasks including but not limited to taking messages, call transfer and hold, providing call backs and follow up calls
• Participate in customer on-boarding including but not limited to Claims on boarding; survey calls etc.
• Recover service lapses to promote customers’ loyalty
• Capture customer feedback and systematically escalate them to respective person-in-charge for review and action
• Proactively educate customers on our services available on the customer portal or any other relevant platforms which could benefit customer.

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