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CS Operations Associate
2 weeks ago
Shaping The Future of Digital Assets
Get to know Us:
We are on a mission to revolutionise access to global financial opportunities through digital assets.
Hata, as a licensed digital asset platform that is regulated and supervised by both Securities Commission of Malaysia and the Labuan Financial Services Authority, provides innovative online spot trading to both retail and institutional clients globally to access opportunities in the digital asset space.
Our team is composed of experienced professionals from PwC, Luno, JP Morgan, Nokia, Huawei and Grab. Powered by our mission to provide the safest & most reliable gateway to access digital assets, we adopt a customer-first approach by operating a compliant platform that is safe and easy to use for our customers.
We have big dreams to achieve and providing a safe and easy to use platform for people in our region is merely the first step. If you have big ambitions, help build our new digital asset platform with us.
Get to know the Role:
We are seeking to hire a Customer Support Operations Associate. Ambitious & passionate candidates are encouraged to apply for the role. With Hata, you will have opportunities to maintain and improve customer satisfaction through effective communication and prompt resolution of problems, contributing to a positive customer experience.
The day-to-day activities:
- Respond promptly and professionally to customer inquiries via phone, email, and chat in English & Bahasa Malaysia
- Address and resolve customer complaints and issues in a timely manner.
- Provide accurate information about products and services to customers.
- Diagnose and troubleshoot customer problems, escalating complex issues to senior support or relevant departments when necessary.
- Follow up with customers to ensure their issues are resolved satisfactorily.
- Maintain detailed records of customer interactions and transactions, including inquiries, complaints, and resolutions.
- Update customer accounts and ensure all information is accurate and up-to-date.
- Work closely with other team members to ensure a cohesive and efficient support process.
- Share customer feedback and insights with relevant departments to help improve products and services.
- Identify opportunities for improving customer service processes and suggest enhancements.
- Participate in training sessions and team meetings to stay updated on product knowledge and customer service best practices.
- Strive to exceed customer expectations and contribute to high levels of customer satisfaction.
- Assist in the development and implementation of customer satisfaction surveys and feedback mechanisms.
The Nice-to-haves:
- Able to work independently, communicating effectively with your team leader to solve customer enquiries.
- Excellent communication and interpersonal skills.
- Proficiency in customer support software and tools.
- Strong analytical and problem-solving abilities.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Commitment to providing exceptional customer service.
Qualifications:
- SPM, Diploma or Bachelor's degree in Business, Management, Hospitality or a related field.
- Fresh graduates are encouraged to apply. Candidates with 1-3 years experience are also welcome.
Our Culture:
At Hata, we are a forward-thinking and ambitious team that promotes equal opportunities, values diversity, hard work, and thrives on the continuous quest for excellence. If you're looking for a work environment that appreciates hard work, does not tolerate office politics, and rewards deserving employees equally, Hata is the place for you.
