Customer Support Executive (Remote in Hong Kong)

As a Customer Support Executive at Nivoda, your main responsibilities include answering customer inquiries through various channels like live chat, WhatsApp, and email. You will address everyday client issues related to logistics, orders, or website bugs, ensuring that the customer's voice is heard and represented internally. Your proactive problem-solving skills will be key in managing customer satisfaction efficiently.

To qualify for the Customer Support Executive role at Nivoda, candidates should possess at least 2 years of experience in online customer support, specifically with live chat and call handling. Professional fluency in English alongside Mandarin or Cantonese is also essential. Additionally, candidates should demonstrate strong organizational skills, multitasking ability, and effective cross-functional collaboration.

Performance as a Customer Support Executive at Nivoda is measured through team KPIs including resolution time and response time. However, you will have the flexibility to set your own KPIs, allowing you to take ownership of your personal growth and contribution to the team.

The remote working environment for a Customer Support Executive at Nivoda is designed to be dynamic and flexible. With options for working hours of either 8am - 5pm or 9am - 6pm HKT, you can create a schedule that best fits your work-life balance while contributing to a fast-paced and global team, leading to a supportive workplace culture.

In addition to a competitive salary range from 210,000 HKD - 234,000 HKD per annum, Customer Support Executives at Nivoda can enjoy unlimited holiday, the opportunity to work remotely, and contribute to a rapidly growing company where their input can significantly shape the company’s future direction.

When dealing with difficult customers, it's essential to remain calm and listen actively to their concerns. Acknowledge their frustration and ensure they feel valued. Use clear and concise language to clarify any misunderstandings, and always aim to find a solution that meets their needs while adhering to company policies.

To effectively prioritize customer inquiries, I assess the urgency and impact of each issue. Emergencies or critical problems are addressed immediately, while less urgent questions are queued based on expected response time. I also utilize tools and collaborative platforms to keep track of all open tickets and continuously communicate progress to customers.

Certainly! In one instance, a customer faced delays with their order. I quickly reached out to our logistics team for information, kept the customer informed throughout the process, and offered them a discount on their next order as compensation. This proactive approach turned a negative experience into a positive one, earning their trust and loyalty.

Nivoda is an innovative B2B marketplace redefining the diamond industry, connecting buyers and sellers in a transparent and efficient manner. I am impressed by the company’s growth and commitment to customer satisfaction, and I am excited about the opportunity to contribute to a team that values collaboration and impact.

I use a combination of task management tools and checklists to stay organized. For instance, I categorize inquiries by platform and prioritize them based on urgency. Setting aside specific times for each platform helps me maintain focus and ensure that no inquiry falls through the cracks.

I would use simple, non-technical language and relatable analogies to break down the problem. Visual aids or step-by-step guides can also be helpful. The goal is to ensure the customer feels informed and understands the resolution process without feeling overwhelmed.

My motivation stems from knowing that I am making a positive difference in someone's day. Helping customers overcome challenges and guiding them to solutions provides a genuine sense of fulfillment. Additionally, I enjoy the constant learning and adaptability that this role demands.

If I encounter a question I don’t know the answer to, I would honestly acknowledge that to the customer and assure them I will find the information they need. I would promptly escalate the issue or consult with a colleague before getting back to them, demonstrating commitment to customer support.

Critical skills for a Customer Support Executive include excellent communication and listening skills, a strong customer-centric mindset, problem-solving abilities, and the capability to manage multiple inquiries simultaneously. Adaptability and proficiency in using customer support tools are equally important to navigate a fast-paced environment.

Cross-functional collaboration is vital because it ensures that customer feedback is communicated effectively across departments. By working together, we can address root problems and implement long-term solutions, ultimately enhancing the overall customer experience and fostering a more efficient organization.