(Assistant) Customer Service Manager
Ztore HK Limited
- Company Industries：Others
Job Information
- Post Date：2022-08-31
- Career Level：Middle
- Location：Lai Chi Kok
- Yr(s) of Exp：5 years
- Qualification：Degree
- Employment Type：Full Time
- Job Function：Sales CS & Business Devpt Call Centre Customer Service - Manager E-commerce &nb
- Benefits：Dental insurance, Life insurance, Medical insurance, Overtime pay, Performance bonus
Job Description
Job responsibility:
- Assist Senior Customer Service Manager of TVB e-Commerce group to develop, lead, and manage the after-sales services for three e-Commerce platforms including Ztore, Neighbuy.com and BigBigShop
- Monitor & coach a team of Customer Service Officers to handle customers’ enquiries through hotline, email, live chat and social media platforms
- Lead & supervise subordinates to achieve the related KPIs / SLA such as call answer rate, response time and case resolution time
- Manage service delivery to online customers, promoting the continuous improvement of productivity and service quality towards total customer satisfaction
- Work with internal departments closely for process improvement and workflow efficiency
- Maintain the required level of service and customer satisfaction and proactively identify future improvement opportunities
Requirements:
- Degree holder with 10 years relevant working experience and at least 5 years in managerial level
- Working experience in Contact Centre / Retail / e-Commerce is a must
- A customer-first mindset and be able to deal with difficult customers
- Self-driven in problem solving and proactive team leader
- Good command of spoken and written English & Chinese
- Able to perform shift duty from 09:00 – 23:00 including Sat, Sun and Public holiday
- Proficiency of call center solutions and computer application
- A highly motivated, high-energy individual with a strong desire to succeed and mentor our Customer Service team while focusing on Excellent Customer Service while adhering to group policies and procedures
- A dynamic, goal-oriented leader who challenges and inspires other teammates to excel
- Candidate with less experience will be considered as Assistant Customer Service Manager.
Company Info
自2015年創辦以來，士多（Ztore.com）和鄰住買（Neigbuy.com）不斷創新、優化網上購物體驗，為顧客優選、銷售及送達「好產品」，享受到「好生活」。
此外，作為香港最具影響力的電商業務先行者之一，我們一直致力於開拓「新零售時代」，創造及整合更多線上與實體店的全渠道零售體驗。在2021年，電視廣播有限公司（TVB）收購士多及鄰住買，產生「電商與媒體結合」的巨大協同效應，為客戶、商戶提供嶄新、獨特的購物及銷售體驗，亦成為士多及鄰住買高速增長、拓大業務版圖提供強大基礎，在香港電商市場寫下新一頁。
士多和鄰住買的急速發展全賴一班滿懷創新熱忱及活力的團隊。在士多及鄰住買，我們深信賦能團隊，提供機會、創造空間，才能讓團隊內每一位發光發熱，與公司共同成長。如果你對建構香港電商新版圖、對打造嶄購物體驗有熱情、想法和能力，請立即加入我們！
At Ztore (Ztore.com) and Neigbuy (Neigbuy.com), we are on the mission to deliver a better living with good products sold. Founded in 2015, we pioneered the way products are selected, browsed, sold and delivered. Being one of the influential pioneers in Hong Kong e-Commerce industry, we strive to create unique and brand new omnichannel retail shopping experiences in the "New Retail Era". Following the acquisition by Television Broadcasts Limited (TVB) in 2021, we generate significant positive synergy by delivering the "Media e-Commerce" shopping experience and sales solution to our customers and suppliers.
All of these could not be done without our innovative and energetic people at Ztore and Neigbuy. We care about staff’s growth and development and encourage empowerment and flexibility in the workplace. If you have the passion and ideas to work and grow with our like-minded and highly dynamic team, join us now and let’s drive more innovative shopping experiences and open up new horizons for the Hong Kong e-Commerce industry!
| Position | Company | Location | Update |
|---|