WeLab, a leading pan-Asian fintech platform, operates two digital banks (WeLab Bank and Bank Saqu by Bank Jasa Jakarta) as well as multiple online financial services in Hong Kong, Mainland China, Indonesia, and Malaysia, with over 60 million individual users and over 700 enterprise customers. WeLab uses game-changing technology to help users access credit, save money, and enjoy their financial journey.
At WeLab, we always put our people first. Embarking on a career with WeLab means being part of the driving force to make financial services accessible for everyone. In our flat and agile organization, you will get all the opportunities to make real impacts and deliver change. Most importantly, while you achieve greatness, we will ensure you have an amazing experience at WeLab!
Our team is energetic and passionate who can deliver and execute, and we are looking for intellectually curious, open-minded, and smart-working individuals who are just as passionate as we are about making financial services enjoyable.
Join us to build a better financial future for everyone!
About You You're a go-getter with mad juggling skills (or multiple hats) who can thrive in a fast-paced, agile environment You enjoy doing purpose-led and meaningful work You have a strong thirst for knowledge and are driven to find solutions that don't exist yet You are comfortable with ambiguity and extremely resourceful (in your past life, you could've been a detective) You always find a way to get things done without sacrificing the quality of your work, integrity, and values No task is off limits for you You are humble and prioritize the success of the team over your own with an eagerness to help those around you You don't shy away from challenges and can bounce back from setbacks What you'll do and what success looks like in this role Handle live chat, inbound/outbound call and email on all customer enquiries in a proactive and positive manner Handle and resolve customer complaints promptly and escalate to team head if necessary Conduct call and live chat monitoring and coaching to ensure the high service quality in order to improve customers' satisfaction level Ensure all KPIs of Customer Service Center can be met by conducting regular review and monitoring process Prepare operation reports and roster in order to maximize the resource utilization Participate in projects on new process/service development, automation of new process and system enhancement / UAT to improve operational efficiency What is required and what we're looking for Degree / Diploma or above Minimum 5 years' experience in contact center and at least 1 year in supervisory role Experience in handling customer complaints is preferred Good in verbal and written English and Chinese (including Putonghua and Cantonese) Strong customer service mindset and interpersonal communication skills Energetic and able to work under pressure Shift work is required on weekends and public holidays Perks and Benefits to enrich your experience at WeLab: Learning and development stipend - we value lifelong learning and believe the best way to invest in our employees is to encourage them to continue to learn Wellness and happiness – Numerous activities to let you focus on your physical and mental wellbeing. We allow flexible time offs to take care of personal matters and to enjoy time with family and friends Comfortable and positive work environment – Open plan office for easy collaboration and social with your colleagues, or branch out into your own thinking pods when needed, with FREE food and drinks for when you want to recharge Work smart, play hard – Connect with your colleagues over food and drinks at the stocked pantry, in the spacious social area with board games and a ping pong table, or over activities like hiking, yoga, badminton, etc. A big and contagious smile on everyone's face to make you happier :) WeLab's Awards & Recognitions: Asia Banking Finance Retail Banking Awards: Virtual Bank of the Year - Hong Kong CNBC Disruptor 50: the only Hong Kong-based company on the list Financial Times Asia-Pacific High-Growth Companies: #2 in ranking The Chinese University of Hong Kong "Corporate Innovation Index": #1 in ranking We offer a competitive salary package to the successful candidate. If you are interested in joining this exciting team, please apply with resume via the "Apply" button below.
All information provided by applicants will be used for recruitment purposes only. Information of unsuccessful applicants will be destroyed within 24 months of receipt.
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