Customer Services Manager
Nep Holdings International (HK) Ltd
- Company Industries：Trading and Distribution
Job Information
- Post Date：2022-05-31
- Career Level：Middle
- Location：Quarry Bay
- Yr(s) of Exp：5 years
- Qualification：Degree
- Employment Type：Full Time, Permanent
- Job Function：Sales CS & Business Devpt Call Centre Customer Service - Manager Customer Service -
- Benefits：Medical insurance, Performance bonus, Five-day work week
Job Description
Job Responsibilities:
• Lead and manage staff in Customer Services team, including call centre, complaint handling and logistic services.
• Manage the daily operation of call centre and monitor the outbound and inbound calls.
• Provide coaching and training to the team to ensure premium service standards are delivered to customers consistently.
• Prepare regular call management analysis and reports.
• Handle escalated cases from customers and collaborate with relevant departments. Resolve complaint cases from customers through written/ verbal replies in professional manner.
• Support department heads in implementing new initiatives. Attend new products training and transfer knowledge to the team.
Requirements:
• Degree Holder or above.
• Minimum 5 years' relevant hands-on experience in customer service hotline and complaint handling.
• At least 2 years of experience in a managerial or supervisory role.
• Customer-centric and result-oriented mindset. Proactive and very attentive to details.
• Excellent interpersonal, mediation, and problem-solving skills. Able to resolve complaints independently.
• Strong command of spoken English and Cantonese, plus Putonghua.
• Proficient in MS Excel, PowerPoint, and other CRM and ERP solutions.
• Excellent command of written English and Chinese particularly for customer communications.
To apply, please send us your Resume with expected salary. Personal information will be used for recruitment purposes only.
• Lead and manage staff in Customer Services team, including call centre, complaint handling and logistic services.
• Manage the daily operation of call centre and monitor the outbound and inbound calls.
• Provide coaching and training to the team to ensure premium service standards are delivered to customers consistently.
• Prepare regular call management analysis and reports.
• Handle escalated cases from customers and collaborate with relevant departments. Resolve complaint cases from customers through written/ verbal replies in professional manner.
• Support department heads in implementing new initiatives. Attend new products training and transfer knowledge to the team.
Requirements:
• Degree Holder or above.
• Minimum 5 years' relevant hands-on experience in customer service hotline and complaint handling.
• At least 2 years of experience in a managerial or supervisory role.
• Customer-centric and result-oriented mindset. Proactive and very attentive to details.
• Excellent interpersonal, mediation, and problem-solving skills. Able to resolve complaints independently.
• Strong command of spoken English and Cantonese, plus Putonghua.
• Proficient in MS Excel, PowerPoint, and other CRM and ERP solutions.
• Excellent command of written English and Chinese particularly for customer communications.
To apply, please send us your Resume with expected salary. Personal information will be used for recruitment purposes only.
Company Info
One of the Leading Coffee and Tea Capsule Company in Asia. ARISSTO is a 100% owned subsidiary of the NEP Group, the holding company of the famous water purifier brand DIAMOND. ARISSTO has brought the revolutionary ARISSTO's Real Italian Coffee and its innovative tea art, TeaPresso. It has also introduced the 'HK$1 Coffee Machine Rental Plan' to the coffee market, becoming one of the leading coffee and tea brands. We are currently looking for suitable candidates to join our esteemed organization.
Website
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