eGateway Global Limited
eGateway Global Ltd. operates a variety of online retail channels for a wide range of retail products for consumers in North America, UK, Australia, & New Zealand. We specialize in sourcing, distribution and retail marketing for all our products. Our team consists of approx. 60 people spread across Asia and North America. Our headquarter based in Hong Kong. We are a young and vibrant company that is rapidly growing.
As Digital Customer Service Manager / Assistant Digital Customer Service Manager, the candidate will lead a CS teams in Hong Kong, China, North America to ensure customer satisfaction and timely delivery to customers.
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We are now looking for a passionate and self-driven person to join our team in Hong Kong.
We're looking for someone who...
- Self-motivated to solve problems and manage tasks
- Supervise, monitor and drive the performance of team members
- Ability to brainstorm and contribute to discussions
- Able to work in a collaborative team setting
- Fluent in both English and Chinese (written & spoken), strong communication skills
- Ensure customer complaints & enquires are handled in compliance with all policies, rules, guidelines, requirements prescribed by regulators as well as the company
- Coordinate with relevant business units/departments to resolve complaint cases
- Willing to learn and ability to challenge status quo to improve effectiveness and efficiency
- Provide suggestion and feedback to management/CS team
- Passion in customer service and experience
- Prepare regular and ad hoc management analytical reports and presentations.
- Other responsibilities: perform other related duties as assigned, based on the business needs
What you can get expect:
- Competitive salaries based on relevant experience and skill set
- Tremendous upward mobility
- Solid experience and learning in the rapidly evolving e-commerce industry
- Personal mentoring and coaching from successful business leaders
Requirements:
- Diploma / Degree holder in any disciplines (preference for holders in Marketing/ Business / Digital Marketing or E-commerce)
- Fresh graduates are considered
- High proficiency in MS Office
- Excellent customer service mindset
- Strong risk awareness and problem solving skill
- Advanced Excel skills or SPSS knowledge will be an advantage
- Online marketing experience is preferred
- Fluent English is a must, both written and spoken. Chinese is an asset.
- Highly independent, responsive, well-organized
- Legally allowed to work in Hong Kong
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