job description
Are you a customer service rockstar with a passion for bridging cultures and delivering exceptional support? FINSMART Solutions is seeking a Customer Service Specialist (Hybrid) to join our dynamic team in Bali, Indonesia! In this role, you’ll be the voice of our company, providing top-tier support to clients in the Hong Kong and China markets while enjoying the flexibility of a hybrid work model.
As a key player in our customer success team, you’ll leverage your fluent English and Mandarin/Cantonese skills to resolve inquiries, build lasting relationships, and ensure our clients receive the seamless experience they deserve. Whether you’re troubleshooting issues, guiding users through our financial solutions, or collaborating with cross-functional teams, your work will directly impact customer satisfaction and retention.
Why join FINSMART Solutions?
- Work-Life Balance: Enjoy the best of both worlds with a hybrid work setup in Bali’s vibrant hubs (Canggu, Ubud, Denpasar, or Kuta) while contributing to a global fintech leader.
- Career Growth: Access training, mentorship, and opportunities to advance in customer success, operations, or account management.
- Impactful Work: Play a pivotal role in shaping our customer experience in high-growth markets.
- Competitive Compensation: Earn a competitive salary (IDR 15–18M/month) with performance bonuses and benefits.
- Diverse Culture: Collaborate with a multicultural team in a supportive, inclusive environment.
If you thrive in a fast-paced, customer-centric role and want to make a difference while living in one of the world’s most sought-after destinations, we’d love to hear from you!
Responsibility
- Serve as the primary point of contact for customers in the Hong Kong and China markets, providing timely and professional support via phone, email, and chat in English, Mandarin, and/or Cantonese.
- Resolve customer inquiries, complaints, and technical issues with empathy and efficiency, ensuring high satisfaction and retention rates.
- Collaborate with sales, product, and technical teams to escalate and resolve complex issues, acting as the voice of the customer internally.
- Maintain accurate records of customer interactions, feedback, and resolutions in our CRM system (e.g., Salesforce, HubSpot).
- Proactively identify trends in customer feedback and suggest improvements to enhance products, services, or processes.
- Assist with onboarding new clients, guiding them through our financial solutions and ensuring a smooth transition.
- Meet or exceed KPIs for response time, resolution rate, and customer satisfaction (CSAT) scores.
- Participate in team meetings, training sessions, and workshops to stay updated on company policies and industry best practices.
Qualifications
- Language Proficiency: Fluent in English and Mandarin/Cantonese (written and verbal); additional languages are a plus.
- Experience: Minimum 2 years of experience in customer service, preferably in fintech, SaaS, or financial services for the Hong Kong/China markets.
- Technical Skills: Familiarity with CRM tools (e.g., Salesforce, Zendesk), Microsoft Office, and basic troubleshooting.
- Soft Skills: Strong communication, problem-solving, and multitasking abilities with a customer-first mindset.
- Cultural Awareness: Understanding of business etiquette and cultural nuances in Hong Kong and China.
- Education: Diploma or bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
- Work Setup: Ability to work hybrid (remote + occasional office visits in Bali) with a stable internet connection and quiet workspace.
- Visa Status: Valid work authorization in Indonesia (or willingness to relocate).