Carousell is one of the world's largest and fastest growing mobile classifieds apps with a mission to inspire every person in the world to start selling and buying to make more possible for one another.

Since our launch in Aug 2012, we've expanded into 8 countries with over 250 million listings. As a team of passionate individuals working together to solve meaningful problems, there is so much more for you to discover in a career with Carousell.

Viewing Hong Kong as a market with high potential for the growth of Carousell, we are currently expanding quickly. With over 200k+ active daily users and the launch of CarouBiz this year, we are building a team of Customer Success Executives.

We are looking for passionate and energetic people with a strong customer first mindset to join this young growing team and build the success and yet having a lot of fun together.

This role will report into the Country MD and support various verticals such as Auto, Property and General Classified.

You Will:

  • Have a strong drive for execution/results–ability to execute and deliver against business goals
  • Have excellent listening, communication and presentation skills 
  • Have a strong ability to multi task, plan, and be organised about daily work 
  • Strong relationship building skills both internally and externally
  • Be committed to delivering outstanding customer service and supporting and driving our customers’ business success.

Key responsibilities:

  • Client Advocacy/Familiarity
    • Understand client usage & behaviour to better understand how our clients use our platform
    • Gather feedback/bug complains and be the go-to person who fully understands statuses of these
    • Work with the marketing team to track accounts to identify churn risk and work proactively to eliminate that risk
    • Advocate customer needs/issues cross-departmentally and manage any escalations
    • Partner with CX teams to ensure that account issues are managed through to successful resolution
    • Ensure highest level of customer satisfaction across all client accounts
  • Client Relations:
    • Manage day-to-day client communication and address ad hoc client queries and requests
    • Manage our Influencer campaign initiative and ensure the success of these selected clients  
    • Drive adoption of our products, maximizing our potential and accelerating time-to-value
    • Act as a trusted advisor to each customer helping to drive continued value of our products and services
    • Develop, prepare, and nurture customers for advocacy.
  • Client Education and Onboarding:
    • Be one of our key trainers, coaching our agent clients on fully leveraging our products and platform. You will be comfortable conducting training both on a one-to-one level and in front of big groups
    • Be our agent client’s first point of contact when they subscribe to our platform via a welcome call

You Have:

  • A Carousell user and/or familiar with using the Carousell app and its features (include your Carousell username in your application!)
  • High self-motivation to bring positive changes to our Carousell community
  • Good organization skills to multi-task, prioritize among many demands and work with minimal supervision
  • Initiative and follows through on tasks, projects, and feedback
  • Experience working in a customer-facing/sales environment preferred
  • Fluent in Mandarin and English (written and spoken)

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