Support Executive ( Fresh Graduate )

Join Doo Group – Explore α Better Future

Doo Group is a global financial services group with FinTech as its core. With our 10 major business lines, spanning Brokerage, Wealth Management, Property, Payment & Exchange, FinTech, Financial Education, Health Care, Consulting, Cloud, and Digital Marketing, Doo Group has seamlessly provided clients with comprehensive products and services across the world. Through a one-stop approach, Doo Group remains committed to helping our clients achieve an ideal financial life while moving towards a better future together!

Looking for a New Challenge? Join Us as We Expand Globally!

As we continue our global business expansion, we’re on the lookout for talented individuals who are motivated to support our strategic goals and initiatives. Join a team that values innovation and growth.

DOO you have what it takes?

What you’ll be working on:

• 回答客户关于咨询、投诉、问题解决的来电、电子邮件和聊天事务，并提供超出客人期望的优质服务，同时进行实时升级处理。
• 提出有效的客诉解决方案，并与客户电话/现场沟通协商。
• 在有必要的情况下，拟定有关和解协议方案。
• 准确记录每个投诉的详细信息，包括客户信息、投诉性质以及解决过程。
• 仔细倾听客户的需求和关切，展示同理心，同时最大限度地利用机会与客户建立良好关系。
• 与跨职能团队（包括合规、风险管理和技术）合作，确保遵守法规要求并持续改进客户支持流程。

• Answer customers' calls, emails and chats regarding inquiries, complaints and problem solving, provide high-quality services that exceed guest expectations, and perform real-time upgrades.
• Propose effective solutions to customer complaints and communicate and negotiate with customers on the phone/onsite.
• If necessary, formulate relevant settlement agreement plans.
• Accurately record information about each complaint, including customer information, detailed nature of the complaint, and resolution process.
• Carefully research customer needs and concerns and present them concentrically while maximizing opportunities to build strong relationships with customers.
• Collaborate with cross-functional teams, including compliance, risk management, and technology, to ensure adherence to regulatory requirements and continuously improve customer support processes.

What we’re looking for:

• 本科及以上学历。
• 拥有金融行业客户服务、支持或相关领域的工作经验。
• 具有处理客户投诉的经验。
• 出色的解决问题的能力，并表现出先进的批判性思维能力，能够以专业和冷静的态度处理复杂的客户询问。
• 较强的分析和问题解决能力，能够识别问题并制定有效解决方案。
• 能够理解客户并耐心、理解地处理投诉。
• 拥有在金融科技/电子商务/银行行业工作的丰富经验，对金融产品、服务和法规有深入的了解。
• 可以接受轮班安排。

• Bachelor's Degree or above.
• Experience in customer service, support or related field in the financial industry.
• Experience handling customer complaints.
• Excellent oral and written communication skills.
• Exceptional problem-solving skills and demonstrate an advanced critical thinking ability to handle complex customer inquiries with professionalism and poise.
• Ability to empathize with customers and handle complaints with patience and understanding.
• Proven experience working in the fintech/ecommerce/bank industry, with deep knowledge of financial products, services, and regulations.
• Willing to work on rotational shift.

What we offer/What's in it for you:

• Seeking to expand your regional work experience? Work alongside industry-leading professionals from around the globe in an environment filled with opportunities for continuous learning and growth.
• We value your wellbeing - You'll find it here along with our comprehensive medical, dental, optical, and wellness benefits.
• We appreciate your contributions with a 13th-month salary and performance bonus.
• We reward our best employees with quarterly employee recognition awards in USD.
• Feeling drowsy after lunch? Take advantage of our smart pantry access and weekly tea break/lucky draw.

Life as DOOers

At Doo Group, we embrace a culture where continuous growth, collaboration, and creativity are at the heart of everything we do. As a DOOer, you'll collaborate with top professionals from around the globe, dive into exciting projects, and play a pivotal role in shaping the future of finance.

Unlock your potential with Doo Group. Apply now and step into a role where your impact is celebrated!

Discover your potential with Doo Group.

Apply now and be part of our success story!

#DooBeyondLimit #TogetherWeDooMore #SucceedYourCareerWithDoo