Customer Service Manager/ Assistant Customer Service Manager

8 hours ago

Kowloon, Hong Kong SAR China BUILT-IN PRO Limited Full time

Responsibilities Oversee daily customer service operations to ensure all enquiries are handled promptly and professionally via phone, WhatsApp and other communication channels. Handle escalated cases including delivery issues, installation arrangements, order changes, cancellations and returns. Monitor service standards and ensure compliance with company policies and regulatory requirements. Develop, implement and continuously enhance customer service workflows, SOPs and service guidelines. Establish and manage CS Department KPIs (e.g. response time, resolution time, customer satisfaction, case closure rate). Prepare performance dashboards and weekly/monthly reports for management review. Lead and supervise the CS team, providing coaching, on-the-job training and performance feedback. Build a positive team culture that emphasizes customer-centric service, accountability and continuous improvement. Identify skill gaps and propose development plans for team members. Work closely with Logistics, Procurement, Retail Stores and Online Sales teams to resolve customer issues effectively. Act as the key person to identify root causes of recurring operational issues and recommend corrective actions. Support communication flow to ensure accurate order fulfilment and after-sales handling. Prepare regular operational reports, analyse trends and provide insights to management. Review service gaps and propose actionable improvement plans to uplift overall customer experience. Keep updated with product knowledge, company policies and operational changes, and communicate updates to team members. Support ad-hoc tasks and projects assigned by management. Qualifications Minimum 8 years of customer service or call centre experience, with at least 3 years in a supervisory or managerial role. Experience in retail, electronics, home appliances or e-commerce is an advantage. Strong leadership, communication and interpersonal skills. Customer-oriented mindset with strong problem solving capability. Able to design KPIs, SOPs and reporting mechanisms from scratch. Proficiency in MS Office, Excel reporting and Chinese word processing. Good command of both written and spoken English and Chinese. Able to work under pressure and handle urgent issues when required. Candidate with less experience will be considered for Assistant Customer Service Manager / Supervisor. Working Hours Working Hour : Monday-Friday 09:00 – 18:00 / 10:00 - 19:00; Alternate Saturdays 09:00 – 16:00 / 10:00 - 17:00 Benefits We offer a competitive package to successful candidates. Interested candidates, please send your full resume with current salary, expected salary and availability to Human Resources Department by clicking APPLY NOW button. We look forward to hearing from you. Built‑in Pro Limited is a long‑established company that has been in the consumer electronics industry for over 30 years. We have branches in different regions, with our back office in Kwun Tong we provide high‑quality products for distribution and premium services to meet and exceed our customer's expectations. We now have an immediate vacancy for candidates who are seeking challenges and opportunities for advancements. We offer excellent fringe benefits and attractive development prospect to the right candidates. (Applicants not invited for interview within 6 weeks from the closing date may consider their applications unsuccessful. All personal data collected will be treated in strict confidence and will only be used for recruitment related purpose.) #J-18808-Ljbffr

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