Customer Experience Associate

  • Circle
  • Hong Kong
  • Aug 09, 2019
Full time Marketing Customer Support Operations Product

Job Description

What you'll work on

  • Mastering all of Circle’s products, infrastructure, processes and procedures with the ability to train others and step into any role as necessary
  • Delivering outstanding customer support and experiences that represent the Circle voice and differentiate our company from the competition
  • Engaging in email and social media conversations with customers, possibly expanding to other channels in the future
  • Handling all types of inquiries including prospective customers, questions about on-boarding, support on product and feature usage and retaining clients
  • Developing support center content and translating correspondences and/or support materials into other languages
  • Analyzing trends in customer issues and suggesting improvements to processes, policies, and product
  • Troubleshooting both business and technical inquiries to quickly discover solutions

What you'll bring to Circle

  • Fluency in both Mandarin and English is required for this role.  You will be required to speak, write and translate customer inquiries and materials on a regular basis
  • 3-5 years of working experience, with ideally at least 1 year in a Customer Experience/Support (or similar) capacity
  • Experience and/or interest in working in a fast-paced startup or tech environment
  • Ability, and interest, in working across multiple departments to influence and communicate cross-functionally to realize rapid results
  • Technical savviness, including the ability to navigate both homegrown and industry-standard CRM platforms
  • Exceptional interpersonal and written communication skills, including the ability to empathize and prioritize needs, as well as quickly build rapport with customers
  • High attention to detail,
  • The ability to work effectively both independently and as part of a broader team, lending a hand on any activity necessary to support the business when needed
  • Availability or flexibility on nights or weekends, usually for team meetings
  • Ability to travel, company-sponsored, to the United States and Ireland

Bonus

  • Previous experience in solving customer inquiries
  • An early adopter and the ability to pick up new technology quickly
  • Understanding of world markets, economics, or finance
  • BA/BS degree from a leading academic institution
  • Fluency in other languages, specifically Cantonese or Japanese