Customer Service Supervisor/ Manager

Employee Benefits:
- Staff discount on products
- Birthday Voucher
- Medical and Dental benefits
- 14 Days Annual Leave

Customer Service

Job Responsibilities:

1. Attend to phone calls
2. Timely respond to customer's inquiries relating to product, service, warranty and delivery
3. Manage customer’s concern and resolve issues
4. Immediate responds to on-the-ground delivery situation
5. Maintain detailed records of customer's complaints, defects, cost and servicing records
6. Work with Servicing supervisor to follow up on product servicing and repair (Warehouse visit required)
7. Issue and follow up on claims and spare parts arrangement with vendor
8. Work with CSD (Customer Service Department) to ensure reports are updated
9. All other ad hoc duties as and when required

Other Information:

Working Hours: 5.5 days week
Weekday: 09:00 am to 6:00 pm / 10:00 am to 7:00 pm
Saturday: 10:00 am to 2:00 pm / 2:00 pm to 6:00 pm

General Skills/Attributes:

• Proficient in using Microsoft Office and Excel
• Knowledge in SAP will be an advantage
• Fluent verbal communication in English, able to communicate in Chinese and other languages preferred
• Excellent verbal, written and interpersonal communication skills and telephone etiquette
• Customer-centric attitude and work well under pressure
• Composed in handling complaints and emergencies
• Detail-oriented and works with a high degree of accuracy
• Good follow-up skills and well organized

Experiences:

• 2 years experience in customer service supervisory role
• Claim management
• Ability to determine customer needs and provide appropriate solutions, setting expectations with customers
• Ability to handle difficult customers

Qualifications:

• Minimum GCE ‘N’ level or ‘O’ Level