Assistant Customer Service Manager

Key Responsibilities

• Handle customer inquiries received from various communication channels, ensuring timely and professional responses to customer inquiries and concerns.
• Collaborate with internal departments for the investigation of complaint cases and root cause analysis. Resolve customer inquiries and complaints efficiently.
• Handle escalated customer complaints with empathy and professionalism, striving for effective resolutions that enhance customer satisfaction.
• Monitor and analyze customer feedback and internal workflow. Identify areas of improvement in operational effectiveness and customer satisfaction.
• Propose action plans on service improvement based on customer feedback.
• Implement recommendations to enhance customer satisfaction and foster loyalty through improved service delivery.
• Drive internal process improvement for better customer engagement.
• Perform ad hoc operational and administrative tasks as per request.

Requirements

• Degree holder in Business Administration, Management or related field.
• Minimum 5 years of relevant experience preferably from retail industry.
• Proven experience in customer service management, preferably in retail industry.
• Strong problem-solving skills and the ability to handle difficult situations with professionalism.
• Excellent interpersonal and communication skills.
• Ability to work collaboratively across departments.
• Proficiency in MS Office.
• Good command in both English & Chinese (Cantonese and Mandarin).