Assistant Customer Care Manager – Hong Kong SAR

Assistant Customer Care Manager – Hong Kong SAR

As part of our Online Sales team, you will be responsible for maintaining hotline service quality, managing customer satisfaction and complaint handling, building and implementing customer lifecycle and loyalty programs and collaborating with the Ecom and Business Development teams to strive for the best customer experience.


  • Lead a team of overseas customer service professionals to deliver quality services to customers in resolving customer enquiries and complaints
  • Oversee the customer service quality provided by the team throughout all channels
  • Prepare training materials and provide staff with training on job knowledge and customer service skills
  • Prompt action towards potential customer complaint to minimize potential risk to business
  • Review and enhance service processes and coordinate ad hoc projects relating to customer services
  • Develop and optimize the current Service Quality reporting
  • Assist in developing & executing Customer Relationship Management (CRM) campaigns in line with overall marketing and promotional strategies


  • Solid experience in customer service skill
  • A minimum of 4 years’ relevant working experience in CRM/Customer Services, Hotline or related fields, with at least 2 year supervisory/managerial level
  • Detail-oriented, thorough, analytical and able to work under pressure and tight schedules
  • Good knowledge of CRM systems and business processes relating to customer services
  • Proficient in Microsoft Office applications particularly Excel & Powerpoint
  • Responsive and proactive in communicating difficulties
  • Responsible, well-organized and attentive to details


  • Flexi hour and work from home arrangement
  • Fitness sponsorship
  • Education Allowance
  • 5 days marriage leave
  • 16 weeks maternity leave
  • 15 days paternity leave
  • Annual leave
  • Birthday Leave
  • Charity leave
  • Staff purchase discount
  • Individual performance bonus
  • Company bonus

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