Connecting...

Sales & Marketing

Customer Service Manager - Shopping Mall

Job details

Location: Hong Kong S.A.R
Job Type: Permanent
Discipline:
Reference: CSMSM/CW050124
Posted: about 2 months ago

Job description

Responsibilities:

  • Lead and supervise the customer service team, including hiring, training, scheduling, and performance management.

  • Develop and implement customer service policies, standards, and protocols for consistent and high-quality service delivery.

  • Address customer inquiries, concerns, and complaints promptly and effectively.

  • Monitor customer satisfaction, gather feedback, and identify improvement areas.

  • Maintain strong relationships with tenants and vendors to address customer-related issues and ensure service quality.

  • Conduct training sessions and provide ongoing coaching to enhance the team's customer service skills.

  • Implement customer service initiatives to improve retention, loyalty, and satisfaction.

  • Allocate and manage resources effectively to meet customer service objectives.

  • Stay updated with industry trends, best practices, and technologies to enhance the customer experience.

 

Qualifications:

  • Bachelor's degree in business administration, marketing, or related field (or equivalent work experience)

  • Proven experience in customer service management, preferably in retail or shopping mall environment

  • Strong leadership, interpersonal, and communication skills

  • Ability to handle customer complaints with professionalism and tact

  • Exceptional problem-solving and decision-making abilities

  • Proficiency in customer service software and systems

  • Knowledge of retail operations and customer behavior/preferences

  • Flexibility to work weekends and holidays as required by mall operating hours.

 

If you are ready for above, pls send your CV to calvin.wan@charterhouse.com.hk for a confidential chat.

Image 2022 02 26 T04 57 33
Image 2022 02 26 T04 57 33