Customer Service Supervisor
Fortress
- Company Industries：Wholesale / Retail
Job Information
- Post Date：2022-06-24
- Location：Shatin Area
- Employment Type：Full Time
- Job Function：Sales CS & Business Devpt Call Centre Customer Service - Supervisor / Officer E-comm
- Benefits：Double pay, Life insurance, Medical insurance, Five-day work week
Job Description
The Job :
- Assisting Customer Service Manager to monitor & coach a team of Customer Service Officers at Customer Service Department and Call Centre to handle customers’ enquiries & complaints through hotline, email, live chat and social media platforms
- Managing & supervising subordinates to achieve the related KPIs / SLA such as call answer rate, response time and case settlement time
- Managing service delivery to the retail and online customers, promoting the continuous improvement of productivity, service quality and customer satisfaction
- Handling serious or escalated complaints and identify major complaint natures and work with internal departments for remedial action & long term improvement
- Dealing with external parties (Consumer Council/HK Tourism Board/etc) to settle special complaints
- Handling ad-hoc projects
You will be a GOOD FIT for us if you are :
- University Graduate with 4 years relevant working experience with 2-3 years supervisory experience in handling customer enquiries and complaints
- CS experience in call centre and customer service department is a must
- Experience in retail industry or electronic products is an advantage
- 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 & Mandarin
- Must be proficient in written English & Chinese
A rewarding remuneration package will be offered to the successful candidate. Interested parties please forward detailed resume stating expected salary by 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.
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.
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