Customer Care Manager
UNI-CHINA (MARKET) MANAGEMENT LIMITEDSham Shui PoUpdate time: August 26,2019
Job Description
Responsibilities:
- To define and implement effective customer service standards and processes to enhance customer service experience and satisfaction to achieve company goals
- Handle customer feedback and complaints via various channels including customer feedback hotline, written channels, referral from internal units and external public bodies
- Keep abreast of market development and best practices in customer service and propose new initiatives to Management to elevate customer service standards
- Coach, manage and develop a successful team to operate the daily customer service; offer guidance and advice to junior staff and other frontline staff on resolving customer complaints
- Improve productivity and service quality of the team through training and performance monitoring
- To ensure quality customer services are delivered and KPIs are met
- Handling customer inquiries and complaints
- Assist in preparing the CS handbook / guideline and other training materialsto ensure high quality service and customer satisfaction
- Ability to streamline processes such as organizing and writing common questions to FAQs
- Closely support the front-line operations for day-to-day customer inquires
- Analyze customer feedback and provide value-added recommendation to excel overall service level
- Monitor service level of customer feedback hotline
Requirements:
- University graduate in Marketing, Business Administration or related disciplines
- Minimum 6 years’ experience in CRM/loyalty marketing and retail marketing gained from FMCG or retail sectors
- Excellent communication, interpersonal, coaching skills and service mindset
- Relevant working experience in Customer Service and Complaint Handling is preferred
- Passion, proactive, highly self-motivated with positive attitude
- Customer-focused with strong analytical and problem-solving skill
- Presentable and able to perform independently in a fast pace environment and under pressure
- Good command of both written spoken English and Chinese (Cantonese and Mandarin)
- Proficient in Microsoft Office and Chinses Word Processing
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