Customer Service Supervisor

Fortress

Company Industries：Wholesale / Retail

Job Information

Post Date：2017-06-24
Career Level：Middle
Location：Not Specified
Employment Type：Full Time
Job Function：Call Centre Customer Service - Supervisor/Officer Others

Job Description

Responsibilities:

Provide assistance to Customer Service Manager in monitoring & coaching a small team of Customer Service Officer to handle customers’ enquiries & complaints and deliver quality customer service to enhance customer satisfaction
Review and monitor call centre performance & workflow to enhance service quality & standard
Manage & supervise subordinates to achieve the inbound call centre related KPIs such as call answer rate
Coordinate & monitor external parties to maintain system reliability
Identify major complaint natures and work with internal departments for remedial action & long term improvement
Deal with external parties (Consumer Council/HK Tourism Board/etc) to settle special complaints
Follow up after sales service issues include but not limited to delivery, installation, order cancellation and return order arrangement

Requirements:

University Graduate with 4 year relevant working experience with 1-2 years supervisory experience in handling customer enquiries and complaints
CS experience in call centre is a must
Strong customer service mind and result-oriented towards customer service delivery
Self-driven in problem solving and proactive team leader
Good command of spoken English, Cantonese and Mandarin is preferable
Shift duty on Monday to Saturday, night shift is NOT required
Candidate with less experience will be considered as Senior Customer Service Officer

A rewarding remuneration package will be offered to the successful candidate. Interested parties please forward detailed resume stating expected salary to Human Resources Department, A.S. Watson Retail Hong Kong, Watson House, 1-5 Wo Liu Hang Road, Fotan, N.T. or email to us.

We are an equal opportunity employer and welcome applications from all qualified candidates. The information provided will be treated in strict confidence and be used only for consideration of your application for relevant / similar posts within the A.S. Watson Group. All personal data of unsuccessful applicants will be destroyed within 12 months from the date of application.

Company Info

About FORTRESS

FORTRESS was founded in 1975 as a small shop selling electrical appliances at the Hong Kong Electric Payment Centre in Fortress Hill. At that time, the market was full of unscrupulous sales practices of electrical appliances. FORTRESS has been insisting on providing customers with high-quality products and service, as a trustworthy and reputable brand. Today, FORTRESS is a member of A.S. Watson Group with over 70 retail stores in Hong Kong and Macau employing over 1,000 staff.

As a market leader, FORTRESS has always been innovative and is committed to bring customers the seamless online and offline (O+O) shopping experience with new technology solution. FORTRESS ties in with customers’ needs to pursue quality living with different product experience zones, including TechLife concept store features smart gadgets all over the world; Premium Living zone showcases a wide range of modern home appliances; GameZ with gaming experience; Home Auto features smart home products and solutions; Beauty Lab, displaying advanced electronic beauty products; and [email protected] Shop-in-Shop, a designated area to provide all-round service for mobile communication. In addition, FORTRESS has established Pro-Team to offer professional after-sales service, taking care of customers' needs throughout the shopping journey, helping our customers to live better, smarter and happier lives with new technology.

Through our website (www.fortress.com.hk), Facebook (www.facebook.com/fortresshk), Instagram (www.instagram.com/fortresshk) and Weibo (www.weibo.com/fortresshk), we bring the market’s latest trends and information to our customers so they can get the latest updates on the fast changing digital world.

Apply