Responsibilities:

l  Develop, review and update customer service policies & procedures of all outlets at HK market aligning the customer and market needs

l Develop a set of KPI with service level covering all outlets with management approval for implementation

l  Prepare, review, document and implement SOP for customer service counters ensuring the consistence of service level

l  Advise on critical cases’ written reply from Store Managers and Operation Managers

l  Promote service culture programs to upgrade and sustain the service quality across the group

l  Provide advice to Training Division and Store Operation for service program development reference to mystery shopper program results ensuring the practicality of program contents

l  Design and review handling workflow of customer service related in CRM and provide training for internal users

l  Provide on-site coaching to customer service team members for uplifting their skill sets

Requirements:

l  Tertiary educated with 8 years of working experience

l  Minimum 3 years in supervisory or managerial position handling customer services and relations in a retail environment, preferable in FMCG industry

l  Good command of both spoken & written English & Chinese (include Mandarin)

l  Excellent interpersonal, communication and diplomacy skills

l  Good leadership and problem solving skills

l  Proficiency in MS Office

We offer competitive remuneration package and good prospects to the right candidates. Interested parties please send your full resume with expected salary to our career center: Click here

*Data collected will be kept confidential and used for recruitment purposes only.

city'super Group is a "Mega Lifestyle Specialty Store" that offers a true "one-stop-shopping" experience for today's busy urban professionals. Our stores have been designed to be a part of our customers' lifestyles by fulfilling their daily needs as well as enhancing the quality of their lives. Everything is available under one roof in our one-of-a-kind stores.  There are three core store brands which include city'super, LOG-ON, and the cookedDeli by city'super. Whilst our business footprints have been extending from Hong Kong Headquarter to Taiwan, Shanghai with over 2,000 employees in the region.  To cope with our expanding businesses, we invite high caliber to join us and become one of our professional team members.

(For more information, please visit our website at www.citysuper.com.hk)