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Customer Success Associate

Company Overview

SHOPLINE is a DIY e-commerce platform that empowers merchants in Asia to launch their own standalone online store. Our differentiation lies in our simplistic setup process, native language support, regional payment methods and the fact that the entire experience is optimised for mobile. All shops are completely responsive and adapts to all screen sizes so the customer experience is consistent on every device. Our goal is to empower small businesses in Asia with simple-to-use tools that complements the way they do business and allowing them to succeed in e-commerce. The long term vision is to build a complete social e-commerce platform that drives value to both merchants and consumers.  

What you'll be doing

  • Manage customer success and happiness of our 22,000+ merchants by providing top-notch support and service to all of our merchants in the region
  • Answer incoming questions via live chat, email and phone calls, handle customer enquiries
  • Provide effective feedback to the product team to prioritise development tasks and suggest new product features
  • Be a strong advocate for our brand and product, interact and build a community of loyal customers
  • Perform other administrative duties pertaining to all marketing and sales activities
  • Provide office administrative support

Who we're looking for

  • Excellent communication skills, good command of English, Putonghua and Cantonese
  • Strong typing skills in both English and Traditional Chinese
  • Well organised and good time management skills
  • Self-starter and good team player
  • 100% customer-focused attitude
  • High school certification or above, university degree preferred
  • Positive attitude, patient with people and willing to learn
  • Curious and interested in technology and new products
  • Experience in any customer facing role is preferred

Why you should join us?

  • Our team is smart, friendly, self-driven, and passionate about the work we do.
  • We work in a collaborative open space where we encourage creativity and ideas flow freely.
  • You’ll be able to steer the future roadmap to improve our products, big or small, and see the results of your products reach our customers.
  • Get to work with flexible working hours. Our priority is on getting the job done.
  • Flat structure environment, you will be able to work independently and make your own choices.
  • We provide guidance and mentorship to polish your technical skills as well as your entrepreneurship mindset.
  • Ability to deploy and launch your work daily. No need to wait for lengthy management approval.
  • We are one of the standout tech startups in Hong Kong, targeting a huge opportunity in Asia.
  • SHOPLINE is a part of the 500 Startups Accelerator and Incubated by Hong Kong Cyberport, giving us a massive network of advisors and resources globally.
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