Assistant Customer Service Manager 客戶服務副理

What you’ll do

Ensure all new team members are successfully onboarded and working smoothly with the existing team members in delivering high quality service to our customers.

Coordinate with stakeholders in addressing staffing requirements, work assignments, and to ensure that daily operations are functioning at the optimum rate.

Act as a leader to train, develop and coach the CX team members to provide high level performance and feedback during daily operations, and to ensure KPI targets set by the Functional CX team are fulfilled.

To participate in reviewing current processes and procedures for the continued improvement of CX operations.

Update and maintain CX reports and communicate to the management on a regular basis.

Serve as a point of escalation for customer issues and coordinate professionally in tackling customers' requirements or complaints; ensuring all customer complaints are handled in compliance with standard policies and guidelines.

Analyse the root causes of complaints, identify issues and implement the best solutions to improve customer experience.

Additional Responsibilities

Complete ad-hoc tasks assigned by Customer Service Manager.

Support frontline operations as required, addressing and resolving complaints and issues from customers and drivers.

What you'll need

Minimum of 5 years of experience in customer service and matrix organisation with at least 3 years in supervisory role, experience in logistics, platform and on-demand delivery industry is a plus.

Proficiency in Google Workplace, Microsoft Office for data reporting and analysis.

Excellent in communication and written in Mandarin and English.

Bachelor’s degree or above.

Personal Attributes

Leadership : Strong sense of responsibility and ability to take leadership not limited in performance management, coaching and development.

Adaptability : Proven track records to adapt quickly to changing priorities and dynamic environments with agility.

Problem-solving : Good analytical and problem solving skills, with the ability to make data-driven decisions.

Collaboration : Demonstrated in stakeholder management and cross functional collaboration to drive operational excellence and collaborative environment is essential.