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.
- 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.
- 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
- 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)