Displayed Job Title
Assistant Customer & Technical Service Manager
Job Function
Customer Services
Business Line
Consumer
Location
Hong Kong
Job Description
Purpose of the Job
  • The incumbent manages to lead both customer service counter & technical teams. It covers daily supervision on customer service counter operation, managing & resolving complaints, monitoring & ensure technical service & repairing status in productive & efficient way. 
Responsibilities
  • Lead, monitor and support daily operation of customer & technical service team to ensure delivery of high service level
  • Closely monitor customer booking, outsourced call center & email enquiries to ensure it hits company KPI target
  • Handle escalated customer complaints & resolve complaint cases in both verbal & written forms in professional & timely manner
  • Monitor outstanding customer cases and ensure those cases are timely and promptly settled
  • Collaborate with inter-department and provide feedback to commercial team on abnormal product defective cases
  • Conduct periodic review of workflow and formulate improvement plan to enhance productivity & operation excellence
  • Prepare regular reports & analysis for review and work closely with Principals on reimbursement in timely manner
  • Ensure the storeroom is always clean & well-organized. Proper storage of all stocks / spare parts/ materials and cleanliness of repairing workplace which complies to safety regulation is a must
  • Responsible for inventory & equipment stock take and cycle count process to ensure no inventory loss / discrepancies
  • Provide regular coaching and training to the team
  • Responsive & provide ad hoc support, if necessary 

Requirements

  • Degree holder or related disciplines 
  • At least 6 years’ experience with 2 years’ experience in a managerial or supervisory role
  • Knowledge in workshop management and industrial work safety compliance would be an advantage
  • Well-organized, self-motivated, excellent communication and problem-solving skills
  • Good interpersonal skill, detail-minded, patient and customer-oriented
  • Able to work independently and under pressure
  • Good PC skills, analytical and numerate
  • Good command in both spoken and written Cantonese, English and Mandarin
  • Shift duty on Saturdays
  • Immediate available is preferred  

Success Breeds Success.

With over 100 years of history, Jebsen’s success has been made possible through our commitment to our partners, to our communities, and to our most valuable asset — our people.

We offer dedicated and talented individuals the opportunity to engage with a family of premium global brands. Employees who pursue excellence are given a diverse platform that provides continuous development and career exposure.

At Jebsen, success breeds success.