7-Eleven possesses the largest retail store network with over 900 convenience stores in Hong Kong and Macau. Apart from providing quality fresh, fast food and convenient products, the chain provides a wide range of value-added services such as bill payments, mobile cards, ticketing, and pick-up services to meet customers' convenience needs. To cope with our rapid business development, we are inviting energetic and high-caliber individuals to join our team.

Customer Care Officer

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.

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