The Customer Service Manager will help in setting up the new CS Dept and work closely with key departments (Operations / Marketing / Product Design) on assessing customer feedback and develop improvement plan if needed. Ideal candidate needs to be self-motivated, positive, and with strong drive for service excellence.

Roles and responsibilities

• Handle customer feedback and complaints through various channels including customer feedback hotline, email, social media (official corporate FB and IG account),

• Collect and analyze customer feedbacks, identify areas for enhancing product and service quality, and prepare reports and recommendations for product design and marketing team

• Enforce and monitor corrective actions are in compliance with policies and procedures

• Sales follow up with external parties and improve sales operations. 

Capabilities required

• Experience in Complaint Handling or Customer Service Management

• Be tactful, assertive, and professional in tackling customer complaints

• Customer-oriented, mature, patient and able to work independently

• Excellent interpersonal and communications skills with good command of English and Chinese in both spoken and written

• Proficiency in PC applications e.g. social media platforms, MS Office and Chinese word-processing