Customer Support Officer/ Manager
Peplink International Limited
- Company Industries：Information Technology
Job Information
- Post Date：2022-09-26
- Location：Lai Chi Kok
- Yr(s) of Exp：3 years
- Qualification：Degree
- Employment Type：Full Time, Permanent
- Job Function：Admin & HR Administration / Operation Manager Sales CS & Business Devpt Customer Ser
- Benefits：Dental insurance, Medical insurance, Performance bonus, Five-day work week, Flexible working hours
Job Description
What is This Job
As a Customer Support Officer/ Manager, your main role is a wide range of responsibilities that are focused on Customer Relationships. You will be monitoring the daily operations of the support team and resolving escalated customer service cases. To ensure that we deliver the best customer experience, you will identify the operational problems, define support SLA & policies and advise improvements (on automation tools and system enhancement).
You will monitor the operation manual and training materials to ensure all members are aligned with the workflows. You will provide regular reports on performance attainment for support team members. You will provide context for situations where performance goals are not achieved, as well as analysis for improving in the future.
What We Need
As a Customer Support Officer/ Manager, your main role is a wide range of responsibilities that are focused on Customer Relationships. You will be monitoring the daily operations of the support team and resolving escalated customer service cases. To ensure that we deliver the best customer experience, you will identify the operational problems, define support SLA & policies and advise improvements (on automation tools and system enhancement).
You will monitor the operation manual and training materials to ensure all members are aligned with the workflows. You will provide regular reports on performance attainment for support team members. You will provide context for situations where performance goals are not achieved, as well as analysis for improving in the future.
What We Need
- You are a University graduate in any discipline.
- You have at least 2 years working experience.
- You are a creative problem solver and a thoughtful decision maker.
- You are responsible, highly independent, and motivated to drive results.
- You have meticulous attention to detail and a strong capacity for logical thinking.
- You have exceptional communication and project management skills.
- We also welcome junior profiles for Customer Support Officer position.
- Transparent and diverse working culture.
- 2-month or above discretionary bonus.
- Stock options plan.
- Flexible working hours; casual work attire.
- 12-16 days of annual leave.
- 5-day work week.
Company Info
Peplink makes connectivity reliable with a comprehensive ecosystem of wired and wireless routers, software, and technologies. The Peplink body does not make me-too products, instead, we are building game changer products. At Peplink, we provide a platform to allow a diversity of talents to put their innovative ideas into amazing products.
Imagine what you could do here. You will assist to lead operational readiness of the Peplink’s customer support team to deliver the best customer experience. This role involves monitoring, evaluating, and optimizing processes that can be implemented globally.
Peplink is under Plover Bay Technologies Limited, a listed company on the main board of the Hong Kong Stock Exchange (1523.HK).
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