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Job ref no.: P2 - Growth/BD
Dash Hong Kong Limited

Customer Experience Specialist / Assistant Customer Experience Manager

Dash Hong Kong Limited

Benefits
  • 5-day week
  • Birthday leave
  • Compassionate leave
  • Competitive pay
  • Discretionary bonus
  • Education subsidies
  • Insurance plan
  • Marriage leave
  • Medical plan
  • Special / extra leave
  • Transportation allowance
  • … + 5 more

What You’ll be Doing…

  • General Support- Fully understand the business logic and policy of our platform in order to support real-time customers’ inquiries by online messaging system
  • Case Handling- Act as facilitator between host and guest to solve their conflicts
  • Partner Coordination-Work closely with our external partner to ensure they are an extension of BlackDoors and coherent with our customer journey
  • User Acquisition & Retention - Convert organic lead from visitor to registered users by solving their inquiries proactively through our messaging system. Also, turn every upset user as a loyal promoter
  • Report Generation- Look into data and iterate our workflow in weekly basis such as #inquiries per day/peak hour/type of inquiries/average first response time/problem resolutionetc
  • Key Issue Analysis - Identify the top user issues and be the voice of customer to the rest of the company to articulate the full rationale behind in order to be the strong support of our product road map
  • Improvements - Based on the daily interaction with customer, make actionable recommendations to different departments such as Cx/Ops/product/BD/MKT to improve the whole customer journey
  • Host Operations- Work closely with host operations team by identifying issues regarding to, our supply side - Host, in delivering our service
  • Host Quality - Closely monitoring their response rate/accept rate/cancellation rate and review gained
  • Host Activeness - Closely monitoring #availability/revenue generated/accuracy of listing etc
  • Host support- Make sure host is clear in using our platform to do their own business

Who We are Looking For....

  • Entrepreneurial- Think as an entrepreneur as you own the creation, iteration and outcome of the full customer experience
  • Obsession In Learning How Things Work- You don’t need to have engineering background, but we love the super-users and who is able to pick up new technology quickly
  • Analytical Mindset to Be Data-Driven- You are able to discover insight by looking at operational data
  • Excellent Listener- You are able to think in the shoes of your customers, understand their situation and solve their problems
  • Good Communicator- You are able to be the voice of customer to the rest of company als EXCELLENT ENGLISH communication skills in both verbal and written
  • Outgoing And Open-minded Personality that can interact and influence people with different profiles
  • Personality Rather Than Experience- Passionate in disrupting traditional industry at Tech start-up and proactively equip yourself for challenge
  • Problem-Solving-You love to face different challenges and find the right solution in whatever means

Benefits...

  • Low hierarchy and bureaucracy
  • Surrounded by supportive yet passionate colleagues who values your opinions
  • 5-day work per week
  • Discretionary bonus
  • Medical insurance
  • Birthday leave
  • Free flow of snacks, fruits and beverages!

You will grow a ton, be challenged and work with a superstar team to design the next big product about to shake up travel in Asia for all.

For interested parties, please send your full resume and cover letter with expected salary detailing out why you are the one and only Customer Experience Specialist/Assistant Customer Experience Manager we’re looking for!

Job Types: Full-time, Permanent

More job information
Job ref no. P2 - Growth/BD (CT3115882-01#0001)
Salary
  • N/A
Job Function
Industry
Location
  • Causeway Bay
  • Mongkok
  • Tsimshatsui
Employment Term
  • Permanent
  • Full-time
Experience
  • 0 year - 3 years
Career Level
  • Entry level
Education
  • Diploma or equivalent
  • Asso. Deg or High Dip
  • Degree
  • Master's degree
Require to Travel
  • Travel occasionally