Purpose of the Job:
The incumbent handles and resolve customer complaints / inquiry in professional manner. Provide coaching and training to customer service team to ensure the service quality standard and customer satisfaction level meet the company’s requirements.
Responsibilities (List of Importance)
- Handle escalated customer complaints and inquiries from various channels with priority and in professional manner
- Monitor and follow up all outstanding customer cases and ensure those cases are timely and promptly settled based on business’ objectives
- Provide optimal solutions for customer satisfaction and ensure customer issues are promptly resolved
- Monitor Call Centre Team daily operation and ensure the service standard is met with company standard
- Identify the service gaps and take initiative to communicate with internal stakeholders in order to enhance customer experience
- Support the daily operation of Counter Service Team when necessary
- Assist in any assigned projects to cope with business changes and needs
Requirements (Education, Experience, Skills, Knowledge, etc.)
- Degree holder in Business Administration, Hospitality Management or other related disciplines
- At least 2 years’ working experience in customer service
- Able to work independently and under pressure
- Self-motivated, excellent communication and problem-solving skills
- Good command in both spoken and written Cantonese, English and Mandarin
- Good interpersonal skill, detail-minded, patient and customer-oriented
- Knowledge in MS Office and Chinese word processing
- 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.