Job details
| Location: | Hong Kong S.A.R |
| Job Type: | Permanent |
| Discipline: | |
| Reference: | CSMSM/CW050124 |
| Posted: | 7 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.