Customer Services Manager

JC Executive Search; Hong Kong Island; On-site; HKD 500,000 - 700,000; Full time

Job summary

A leading recruitment firm is seeking a Customer Service Manager in Hong Kong. The ideal candidate will have over 10 years of experience in customer service, with at least 3 years in a supervisory role, possessing excellent leadership and communication skills. Responsibilities include overseeing customer service operations, ensuring quality service delivery, and planning resources for various events. Proficiency in Microsoft Office and a relevant bachelor's degree are required. If you're dedicated and passionate about customer service excellence, we encourage you to apply.

Qualifications

• Bachelor's degree in relevant discipline.
• Minimum 10 years of experience in customer services.
• At least 3 years in a supervisory role.

Responsibilities

• Lead the Customer Service Team and ensure efficient operations.
• Monitor customer inquiries, complaints, and service quality.
• Plan and organize resources for events and day-to-day operations.

Skills

Leadership

Analytical skills

Communication

Problem-solving

Customer-oriented

Education

Bachelor’s degree in Public Relations, Hotel or Hospitality Management

Tools

Microsoft Word

Excel

PowerPoint

Outlook

Job description

• To lead the Customer Service Team in ensuring providing efficient and quality day-to-day operations of the Customer Services/Concierge Counters, Helpdesk, Reception, Box Office & Ticketing Counter and Luggage Services
• Monitor the grooming and performance of Customer Services team and contract casual staff as well as service providers
• Monitor and handle customer enquiries and complaints
• Coordinate with internal parties/service partners and plan, implement, organize, and monitor all resources and logistic deployment to support the event
• Lead and plan on all event ticketing planning including but not limited to ticketing logistic, layout plan coordination, ticketing system, compile sales report and ticketing issues on event days
• Lead and monitor the team on service order data procession, validate the accuracy, payment record, handle and deliver event related service orders
• To plan and formulate service products strategy to meet needs and provide value added service to the venue uses
• Monitor service contracts and performance of the service contractors
• Monitor and prepare reports for on-line survey, complaint management system and provide improvement ideas to enhance service level
• Compose and maintain all workflows/processes/procedures/manuals related to Customer Services are up to date
• To assist in VIP escorting, when required
• To plan and organize all manpower required to support day-to-day operation and event days including formulating duty rosters
• Keep abreast of market development and best practices in customer service and propose new initiatives to management to elevate customer service standards
• Perform ad hoc tasks assigned by the management

Requirements

• Bachelor’s degree in Public Relation, Hotel or Hospitality Management or related disciplines
• Minimum 10 years of relevant experience in customer services with at least 3 years at supervisory level
• Good leadership skills with the ability to motivate staff and teamwork
• Good logical thinking, good analytical and organizing skills, customer-oriented, creative, innovative, cheerful, and good problem-solving skills
• Excellent communication and interpersonal skills and ability to interact with all level of stakeholders
• Proficient in Microsoft Word, Excel, PowerPoint, Outlook, and Chinese word processing

Interested parties please send CV in WORD format with current/expected salary and notice period [e-mail] .
All information will be treated in strict confidence and will be used for recruitment purpose only.

Address: Unit 2202, 22/F
Causeway Bay Plaza 1
489 Hennessy Road
Causeway Bay
Hong Kong

Whatsapp: [phone]
Email: [e-mail]