Is this your next challenge in customer service?

The challenge is to:

• Handle all kinds of customer enquiries and complaints through various channels, e.g. phone, email, letter and social media.
• Ensure all emails and letters are being attended and respond to customers timely in a professional manner.
• Follow up customer complaints to ensure complaint cases are settled with proper and satisfactory closure - follow through with relevant departments, respond to customers to offer appropriate solutions and alternatives, including cases referred from Consumer Council and Government Bodies.
• Handle voice messages and make follow-up calls to customers.
• Record details of incoming and outgoing calls in the IVRS Pop-up system.
• Record all case details in the CRM system.
• Assist in reviewing existing workflow and procedure for continuous improvement of service levels and efficiency.

Do you have experience in customer service?

• Associate/Higher Diploma or above.
• Minimum 2 years of customer service experience. Experienced in FMCG or retail industry would be an advantage.
• Excellent interpersonal skills with good command of both written & spoken English, Cantonese and Putonghua.
• Proficiency in MS Office applications (Excel & Word), English & Chinese word-processing.
• Proactiveness, diligence, detail-orientated skills and excellent interpersonal skills.
• Possess approachable, and friendly personality with a positive demeanor and team spirit.
• Good telephone manner and active listening skills.
• Good organization, ability to work in a fast paced environment.