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Customer Service Manager

Job no: 494435

Responsibilities: 

  1. Lead centralised in-house Customer Service team operations, securing the right people with the right skillsets and motivations

  2. Develop team through securing relevant structures, agreements and alignments, to create a culture of customer focus, delivering performance & supporting each other, resolving internal and external conflicts

  3. Develop and optimize guidelines and suggest improvements are in place including issue resolution, case handling, and compliance

  4. Drive sales, cost management & customer service quality and productivity performance for internal and external Customer Service teams by monitoring, plan corrective actions, and secure contingency

  5. Act as an escalation point for major customer compensation, key incidents, and handling of major customer complaints

  6. Lead improvements on Customer Service working methods through developing and optimizing internal service agreements, processes, systems and automation

  7. Manage external vendor pool, including external contact centre

  8. Understand regulation, market, industry and customer trends within local market so that appropriate adjustments can be made to unit’s operations

  9. Lead Jardine Restaurant Group’s Customer Service strategy in your local market, creating action plans, ensuring engagement, and securing the implementation and lead required change management

  10. Act as a business partner to other departments, influencing others through providing customer focused feedback to help the business drive sales and eliminating root cause for customer pain points

 

Education/Qualification/Experience: 

  • Minimum of 5 year+ experience in customer service / contact center industry 

  • 3 year+ experience of leading large team with track record of delivering solid results for customers, coworkers and company 

  • Experience working with digitization of Customer Service (eg contact management solutions, Customer Relationship Management, Chatbot AI etc) 

  • Experience working with leadership and C-suite executives 

  • Experience in working with multi-banners, eCommerce, and/or larger organizations preferred 

  • Candidates with operations, change management and/or project management experience preferred 

 

Knowledge, Skills & Abilities Required: 

  • Good command of English, Cantonese and Mandarin 

  • Understand local F&B and labour regulations 

  • Understand analysis & forecasting methods, costing & business case thinking 

  • Knowledge about staff planning, operations management and system usage 

  • Knowledge about customer resolution and related processes, tools & working methods 

  • Ability to combine working on a strategic and tactical level 

  • Ability to make things happen with flexibility, speed and simplicity even when working under high pressure and make operational and tactical decisions decisively 

  • Ability to lead business through people and leading other managers - delegate, coach, develop 

  • Ability to find solutions for customers, coworkers and operational issues 

  • Good communication, conflict handling, negotiations, influencing and relationship building skills

Advertised: Hong Kong Standard Time
Applications close:

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