Responsibilities:

• Manage daily operations of the customer service team
• Recruit, train, mentor and evaluate customer service staff to achieve high productivity
• Develop service protocols and quality standards to guide team responses, and ensure quality across all enquiry types
• Serve as the point of escalation for complex or sensitive customer issues
• Analyze customer feedback, complaints, and trends to identify root causes and drive continuous improvement
• Track, analyze, and report on key performance indicators (KPIs) and use data to monitor team performance
• Act as the “voice of customer” within the organization and communicate insights to other departments to drive positive changes
• Oversee the effective use of CRM system and other service technologies to optimize CS workflows and reports

Requirements:

• 5+ years solid working experience in Customer Service management
• At least 2-3 years team management experience is mandatory
• Good knowledge of handling complaints and resolve customer issues
• Proven track record of improving customer service metrics
• Strong skills in using data to inform decisions and generate reports
• Proficient in MS Word, PowerPoint and Excel and Chinese Word Processing
• Good command of both written and spoken English & Chinese
• Immediately available is highly preferred