The Senior Customer Service Officer provides top-tier support to the customers resolves complex issues and helps train junior staff.
The incumbent will be reporting to Manager directly.
Job Description:
- Address escalated customer inquiries and complaints, provide accurate information about products and services.
- Mentor and train junior team members, assist in creating training materials.
- Analyze and solve customer problems, work with other departments to find solutions.
- Track customer service metrics and report on them, and suggest improvements based on customer feedback.
- Build strong relationships with key customers, follow up to ensure customer satisfaction.
Job Requirements:
- Bachelor’s degree in Business Administration or a related discipline.
- 5+ years of experience in customer service, with at least 2 years in a senior or supervisory role.
- Excellent verbal and written communication, strong problem-solving and conflict resolution abilities.
- Proficient in customer service software and CRM systems.
- Ability to work in a fast-paced environment and manage multiple priorities.
Languages
Fluent in Cantonese, English and Mandarin