Employer
Our client is an IT solution expert provider in Hong Kong with over 20 years of history. To develop their growing business, they have created a new Customer Service Manager role.

Job Duties
Reporting to the Director, you will proactively communicate with B2B customers and understand and address their needs and concerns. You will coordinate with internal departments (sales, product, technical, etc.) to quickly resolve customer issues and provide high-quality customer service. You will analyze customer feedback and complaints and develop and implement improvement plans to continuously enhance the customer experience. You will regularly meet with customers to deeply understand their business dynamics and growth needs and propose tailored solutions. You will maintain and strengthen vital relationships with key customers and identify potential business opportunities. You will collect and analyze customer data to provide the management team objective market and customer insights. You will develop and implement customer service-related processes and standards to ensure consistent service quality. You will train and manage the customer service team and continuously improve their skills and service capabilities.

Requirements

You should have a diploma or above with at least 5 years of experience in customer service or relationship management, and a B2B customer service background is preferred. You should have excellent communication and coordination skills, with the ability to handle customer complaints and issues. You should have strong analytical and problem-solving skills, capable of quickly identifying problems and proposing practical solutions. You should be familiar with customer service-related processes and standards, with a mindset of continuously improving the customer experience. You should have a good spirit of teamwork and the ability to collaborate effectively with cross-functional colleagues. You should have essential business acumen to understand customer needs and provide valuable insights. You should proficiently use CRM, customer service systems, and other relevant tools. You should speak fluent Cantonese & English. Less experience will be considered as a Customer Service Supervisor. 

Application Method
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