Customer Support Specialist

Summary

Join Candex, a rapidly growing global B2B fintech company, as a Customer Support Specialist! Reporting to the Support Team Leader, you will resolve customer queries, recommend solutions, and guide users through our platform. This fully remote position requires excellent communication and time management skills, along with a passion for customer service. You will onboard new users, administer orders and payments, reconcile data, and respond to customer inquiries via various channels. Success in this role involves liaising with colleagues, identifying problems, and suggesting improvements. Candex offers a diverse and inclusive workplace.

Requirements

• Previous experience in a Customer Support / Service role
• Sound judgment and excellent problem-solving skills
• Practical experience with standard industry tools such as CRM and ticketing systems
• Native Mandarin Chinese, Fluent Cantonese, Fluent English –written and verbal - a must
• Impressive interpersonal and communication skills
• Strong computer skills
• Outstanding attention to detail, with an ability to spot numerical errors
• Highly organized with the ability to multitask and work under pressure
• Tech savvy and the ability to pick up new technology quickly

Responsibilities

• Onboarding new users to the system, including user adoption
• Administration of pending orders and payments
• Reconciliation of all company orders to confirm the correctness of data
• Promptly responding to customer queries via ticketing system, emails, phone
• Liaising with colleagues or managers to find the best solutions to customers’ issues
• Identifying common problems and escalating them to management, along with possible suggestions for improvement, both in process and product, wherever possible
• Oversee and address any support and/or technical issues associated with clients and suppliers throughout interactions

Preferred Qualifications

• Proficiency in any additional language - a significant advantage
• Fintech/Hi-tech experience is preferred

Benefits

This position is fully remote