As the Customer Service Manager at Vita Green, you will lead and oversee the customer service team across Hong Kong and China, ensuring the delivery of exceptional service to our valued customers. Your primary responsibility will be to enhance customer satisfaction and loyalty by managing the end-to-end customer service experience, with a particular focus on our loyalty program members. Additionally, we are seeking a candidate with strategic thinking abilities to contribute to the development and execution of customer service strategies aligned with Vita Green's overall business objectives.
Your job nature will be to.
- Identify service gaps (e.g. addressing inconsistency, inefficiencies, best practices, emerging trends, etc.) through case handling of the team and discuss with CE management to drive relevant departments to improve customer experience.
- Review current processes and procedures, liaise and co-ordinate with cross-functional teams on continuous improvement of fulfilment tasks.
- Collaborate with cross-functional teams to optimize the customer journey and ensure a seamless experience for loyalty program members, aligning with the strategic goals of the organization.
You will also.
- Lead and manage the customer service team, providing guidance, coaching, and performance evaluations.
- Develop and implement customer service strategies and standards, incorporating strategic thinking to enhance customer satisfaction and loyalty.
- Oversee the day-to-day operations of the customer service department, ensuring timely and accurate resolution of customer inquiries and issues.
- Monitor and analyze customer feedback, trends, and metrics to identify areas for improvement and implement proactive solutions, leveraging strategic insights.
- Ensure compliance with company policies, procedures, and relevant regulations in all customer service operations, with a strategic focus on maintaining high service standards.
- Stay updated on industry trends and CS methodologies, including but not limited to calling systems, and best practices to continuously enhance Vita Green's customer service offerings, incorporating strategic insights into service improvements.
Requirements
You are a good fit for this job if you:
- Associate Bachelor's degree in business administration, marketing, or a related field.
- Minimum of 5 years of experience in customer service, with at least 2 years in a managerial or supervisory role.
- Demonstrated experience in managing customer service teams in Hong Kong and China.
- Proficiency in both spoken and written English and Chinese (Cantonese and Mandarin).
- Strong knowledge of loyalty programs and experience managing customer service for loyalty program members.
- Excellent communication and interpersonal skills, with the ability to build rapport with customers and effectively lead a team.
- Analytical mindset with the ability to leverage data and metrics to drive insights and make data-driven, strategic decisions.
- Proven ability to develop and implement customer service strategies and standards, incorporating strategic thinking.
- Detail-oriented with excellent problem-solving and decision-making skills.
- Ability to work in a fast-paced environment, prioritize tasks, and manage multiple projects simultaneously, while considering the strategic impact.
- Willing to travel occasionally to China.
Benefits
You can enjoy...
- A Career opportunity with the market leader in the health product sector
- Casual wear every day to enjoy your work
- Flexible work arrangement
- Fun working culture with challenges to learn and grow together
- Rapid growth opportunities for strong performers.
- Attractive staff purchase discount to experience our quality products.
- Enjoy different special leave: Vacation leave, birthday leave, study leave, etc
And more!