Customer Success Specialist Fleet DTC HK

Job description: This role may focus on some or all the accountabilities below depending on operational needs, covering all customer levels. The core responsibility is to take ownership of the customer journey by acting as a single focal point, driving accountability, and demonstrating continuous improvements while genuinely caring for our customers. The role performs tasks based on guidelines with some room for interpretation, sharing information and addressing standard and moderately complex enquiries while explaining processes and procedures. It also identifies gaps in existing processes, systems, and procedures within the assigned area, carrying out activities in a structured, routine, and standardised environment.

Typically

• Performs tasks according to instructions that provide some space for own interpretation. Solutions for deviations are taught.
• Shares information and answers standard questions and some complex questions; generally explains rules and procedures
• Identifies shortcomings in current processes, systems and procedures within assigned unit.
• Activities are carried out within a standardised and routine context.
  
  

Compulsory Skill Set(s)

• Cantonese (read, write, and speak) is a mandatory requirement. Proficiency in English and Mandarin (read, write, and speak) is highly preferred.
• Effective communication skills to manage customer enquiries, explain processes, and handle both simple and complex questions.
• Basic to intermediate Microsoft Office skills (Outlook, Excel, Teams, Word) for daily operations, reporting, and coordination.
• Attention to detail and accuracy, especially for transactional, invoicing, and compliancerelated tasks.
• Ability to follow standard procedures while exercising judgment within defined guidelines.
• Stakeholder collaboration skills to work effectively with Sales, Marketing, CO, and crossfunctional teams across HK and MO.
  
  

Nice-to-have Skill Set(s)

• Demonstrates calmness and emotional stability during challenging or sensitive conversations.
• Shows strong resilience and focus when working under tight deadlines.
• Possesses solid commercial and business acumen.
• Strong analytical and problemsolving capabilities.
  
  

Minimum years of experience: Fresh graduates with less than 1 year working experience.

Is the position open to fresh graduates: Yes.

Qualification: At least Diploma.