Responsibilities

• Manage a team of Customer Service for e-commerce marketplace and will work together with them on strategy to promote excellent service excellence and exceed the customers’ expectations.
• Oversee Call Center operations with operations times of 10:00 to 22:00 Monday to Sunday (shift duties)
• Collaborate with the business development team, being able to translate to it a tactical and operational plan whilst ensuring Service level agreements are achieved.
• As an escalation point for customers and our teams for complex situations and high impact scenarios.
• Understand e-commerce marketplace business processes, dependencies and impacts to lead tactical projects.
• Foster a service mindset with a customer-centric approach, acting on feedback and focusing on delivering to customers.
• Provide main insights and customer-focused discussions, suggesting changes, identifying risks and improvement opportunities that will promote market growth by increasing customer satisfaction and retention while decreasing the operational costs.
• Drive the internal success metrics management, implementing corrective measures whenever necessary and reporting on deviations.
• Support the Customer Service team to recruit and develop the customer service strategy to ensure knowledge and skill set growth.
• Foster a culture, being able to transmit messages in a clear way.

Requirements

• 4 or more years of experience in team management preferably in a customer service environment.
• Knowledgeable and experienced in e-commerce environments.
• Data-driven problem solver.
• Manage a team from a performance and development perspective.
• Delegate and set clear goals and deadlines.
• Work across all levels within an organization with a collaborative approach.
• Passionate for service excellence with a customer-centric mindset.
• Knowledgeable about the e-commerce market and customers.

All information received will be kept in strict confidence and only for employment-related purpose.

I.T rides on a unique multi-brand, multi-layer business model that only proves to success: a multi-channel approach that caters specifically to well-defined groups of fashion lovers in targeted regions with distinct multi-brand stores and single-brand shops. Augmenting this diverse mix are respected brands from around the world that I.T licenses, and exclusively developed house brands.

IT, i.t, ete! and double-park are the flagship multi-brand stores, each appealing to contrasting individuals and tastes while retaining the passion that our company is renowned for. I.T shops are the home of sophisticated labels at the forefront of fashion, while i.t is the place for younger shoppers to find the best in fun, edgy casual wear. Fine footwear and accessories feature in the refined spaces of the ete! stores. At double-park, the latest in street wear and the lifestyle that encompasses it are explored in an experimental shopping environment.

Like those who shop at I.T, the team behind the company is energetic, open-minded and appreciates how fashion can form part of a modern lifestyle. Their dynamism and focus have propelled I.T into a major brand, in Hong Kong and in new markets beyond.

To cope with the business expansion of I.T, high calibre candidates are invited to fill the following position:-