Customer Support Advisor

About the role

The Customer Support Advisor provides first‑line assistance to our supplier customers, guiding them through onboarding, questionnaire validation and fee payment processes. The role combines outbound outreach, data management and proactive problem solving to ensure a smooth experience for both new and renewing customers.

Key responsibilities

• Build strong relationships with customers by offering support and advice throughout onboarding and validation.
• Validate online questionnaires with meticulous attention to standard procedures.
• Log and update customer records accurately in the CRM system.
• Advise on and process subscription fee payments for new and renewing customers.
• Make 40+ outbound calls daily to explain service benefits, assist first‑time registrations and support renewals.
• Handle inbound enquiries, IT issues, procedural questions and complaints.
• Identify and suggest process improvements to increase efficiency.
• Escalate complex issues to the Country Lead and consistently meet personal call‑rate targets.

Required profile

• Previous experience in a customer service or call‑center environment.
• Strong data‑management and analytical abilities.
• Proven track record of meeting deadlines and performance targets.
• Ability to handle high volumes of inbound and outbound calls.
• Fluent in Mandarin, Cantonese and English.
• Degree‑level education or equivalent preferred.

Required skills

• Excel (intermediate level)
• Microsoft Office applications

What we offer

• Competitive salary
• Blended working arrangement
• 10 days holiday per annum plus public holidays
• MPF fund contributions
• Refer‑a‑friend scheme