Customer Service Manager (Repair Centre)

Location Hong Kong
Job-type Full Time
Salary Negotiable
Contact Stephannie Hoo
Email email Stephannie
Reference A021239 _1640064099

Our client is a very well-known high tech consumer good brand, searching for a Customer Service Manager to join their team.

Key responsibilities:
- Identify customer service trends and determine system as well as process improvement
- Enhance and drive owner experience and NPS (Net Promoter Score)
- Analyze variance and initiate corrective actions
- Handle daily customer complaints and work closely with cross-function teams on actions to address identified service gaps

Key requirements:
- 7+ years' experience in customer service process optimization
- Repair Centre Management experience is necessary
- Stakeholder management experience - experience in working with different internal and external stakeholders to identify opportunities for improvement
- Fast-paced and result-driven candidate is highly preferred
- Proficiency in Cantonese, English, and Mandarin