Cantonese Customer Service Representative (Call Center)
We are seeking a meticulous and client-focused Cantonese-speaking professional to join our global customer support team. You will be the primary point of contact for our overseas clients, providing critical support and contributing to the enhancement of our service platform in a dynamic, 24/7 call center environment.
Key Responsibilities:
- Deliver Multi-Channel Client Support: Provide efficient, accurate, and professional first-line support primarily via inbound/outbound phone calls, as well as through online chat, in-app messages, and email. Handle inquiries related to U.S./Hong Kong stock trading, account management, and platform operations, ensuring every client issue is tracked and resolved to completion (closed-loop).
- Drive Process Optimization & Knowledge Management: Employ a product-oriented mindset to analyze high-frequency inquiries and pain points. Systematically develop and refine standardized solutions, and actively contribute to the iterative improvement of the team's knowledge base and SOPs to elevate overall service quality and efficiency.
- Proactively Identify & Escalate Systemic Issues: Analyze patterns in client feedback to pinpoint underlying product experience flaws or procedural gaps. Collaborate effectively with Product and Technology teams by providing clear, data-driven insights to advocate for and implement root-cause solutions, thereby reducing recurring issues.
Qualifications & Requirements:
- Education: Bachelor's degree or higher. A major in Finance, Economics, Business, or a related field is highly preferred.
- Language Proficiency:Fluent in Cantonese is mandatory, with a clear, standard accent and articulate expression. Strong verbal and written communication skills in a business context are essential.
- Experience: Minimum of 1 year of experience in a customer-facing role, preferably in financial services, tech support, or a call center environment. Exceptional recent graduates with relevant internship experience or a strong passion for finance and client service will be considered.
- Shift Flexibility: Must be able to work a rotating shift schedule to support our 24/7 operations. This includes stable adherence to the following patterns:
- Early Shift: 6:00 - 15:00
- Day Shift: 9:00 - 18:00
- Afternoon Shift: 14:00 - 23:00
- Night Shift: 21:00 - 06:00
- Ownership & Diligence: Possess an uncompromising sense of ownership, committed to following through on every client request until a satisfactory resolution is fully achieved.
- Resilience & Professionalism: Demonstrate strong composure and empathy when handling challenging or emotional client interactions. Ability to manage pressure, communicate complex information with clarity and patience, and maintain a professional demeanor at all times.
