Responsibilities:

• Assist formulation of customer experience strategy
• Lead a team of 3-4 members for daily customer complaint handling, customer experience coaching and performance monitoring
• Identify key service touch points and prepare customer experience guidance
• Set up customer satisfaction indicators and performance routine service quality assessment and analysis
• Benchmark the customer experience standard with the industry and make continuous improvement
• Perform daily customer standard with the industry and make continuous improvement
• Perform daily customer's complaint handling
• Lead and coach frontline to ensure quality delivery of our service commitment
• Supervise programme planning and KPI's progress
  
  

Requirement: 

• University graduate in Marketing, hospitality or business related disciplines
• 5 years of related working experience in Retail / FMCG field
• Experience in set up customer service standard and perform service quality assessment
• F&B knowledge is an asset but not a must
• Strong PC skills, well-versed in Microsoft applications and Chinese word processing
• Strong in communicating with people from different background and at all levels, both internally and externally
• Excellent time management, planning, organizing skills and ability to work under pressure
• Detail minded with strong analytical and reporting skills
• Excellent command of spoken and written English and Chinese, Mandarin is an advantage

We offer competitive remuneration packages including excellent career prospects to the right candidates. Interested parties please apply with full resume showing current and expected salaries via email.

All applications and data collected will be treated in strict confidence and used exclusively for recruitment purposes.  Only short listed candidates will be invited for interview.  The company will retain the applications for a maximum period of 6 months and may refer suitable candidates to other vacancies within the Group.