Job Description: Senior Customer Service Executive

Position Description

JMATEK GLT recognizes that customer service and regular review of customer comments (both on-line and off-line) are critical to long-term growth.  The Group is therefore looking to strengthen its customer service function and hire talented senior customer service executive for its core markets, e.g., USA & Canada.

Key Responsibilities:

• Customer Service

–      Be the customer service focal point for the group’s global operations

–      Receive, handle and resolve enquiries, requests and complaints in different channels by effectively and consistently providing the highest standard of service

–      Work with central departments and local customer service teams about issues follow up to achieve customer satisfaction

• Analysis of customer reviews & comments

–      Document, analysis and report all customer preferences, service experiences and general customer feedbacks

–      Proactively review and analysis customers’ comments posted on-line

–      Provide insights to assist product development and service enhancement

• Communication and support

–      Maintain a professional working relationship with all business functions, including product management, technical, sales, sales operation, local customer service, … etc

Critical Competencies:

1. Relevant Domain Expertise:  3+ years customer service experience
2. Working Attitude:  Customer-oriented, pleasant in character, mature and able to work under pressure
3. Analytical Approach:  Detail-orientated, well organized, and good problem solving skills.
4. Interpersonal Skills:  Good communication and influencing skills without using authority.
5. Excellent command of written and spoken English is mandatory.  Good command of Cantonese and Mandarin is a plus.

Required Qualifications:

• Diploma / Degree holder, studying or used to stay in USA / Canada is highly preferable

Group Profile

Hong Kong based multi-national company offering market-leading home comfort products that are innovative and appealing in style to the modern-day consumers.  The Group is the Exclusive Global Authorized Licensee of Honeywell for several product categories, and markets its products under several other brands. The company has marketing & sales offices in Hong Kong, USA, Mexico, Argentina, UK, India, China, Indonesia and Vietnam; and engineering/manufacturing functions in Hong Kong, China and India.  The products are available in over 70 countries.