Operations Executive

About IP&E GBA, a company of Citadel Pacific Group Awarded Happy Company since 2021, IP&E GBA Ltd. is a leading LPG supplier serving Hong Kong and Macau, offering a diverse portfolio of renowned brands including Esso, Mobil, and Shell. IP&E GBA Ltd. is committed to offering high‑quality products and value customer experience through our extensive distribution network, intensive industry expertise and professional customer service representation continuously. We also have a strong commitment to sustainable development and put effort into maintaining a balance between making profit and fulfilling the company’s social responsibilities towards the community and environment. JOB SUMMARY The Operations Executive plays a pivotal role in ensuring seamless and efficient store operations. This position is responsible for standardizing processes across all stores, monitoring staff and vendor performance, managing logistics and inventory, and executing marketing initiatives to drive both LPG and non‑LPG sales growth. A strong focus on customer service excellence underpins all activities. Acting as the knowledge hub for customer service processes and systems, the Operations Executive ensures smooth operations across multiple communication channels, including telephone, email, and WhatsApp. Additionally, this role serves as the CRM champion, leading system transitions, implementations, and enhancements while providing comprehensive training to store administrators. By combining operational expertise with a customer‑centric mindset, the Operations Executive delivers consistent, high‑quality service and supports overall business growth. RESPONSIBILITIES Deliver high‑quality support to customers via telephone, WhatsApp, and email, ensuring timely resolution of inquiries and complaints. Maintain service standards aligned with Operators’ KPIs and continuously enhance customer satisfaction. Optimize customer service workflows to improve operational efficiency and service delivery. Drive LPG / Non‑LPG sales through various marketing campaigns. Plan and execute marketing promotions and CRM programs for LPG Cylinder Shop / CPIGS. Develop strategic sales and marketing plans to meet revenue targets. Collaborate with internal teams to ensure seamless execution of B2C campaigns. SYSTEM TRAINING AND ENHANCEMENT Provide structured training to all frontline shop users. Offer immediate support ("hyper care") to address urgent customer‑related requests. Liaise with system vendors to communicate user needs and ensure continuous improvement. Draft user‑friendly system (Easylink) guides in Chinese for frontline staff. CUSTOMER INSIGHTS & REPORTING Collect and analyse customer feedback from multiple touchpoints (complaints, events, payment reports) to generate actionable insights. Prepare and present monthly reports on sales volume, aging analysis, and safety checks. ADMINISTRATIVE & OPERATIONAL SUPPORT Manage administrative tasks including data entry, report generation, record keeping, inventory management and logistics coordination. Ensure accurate documentation and timely updates of operational files and customer records. REQUIRED QUALIFICATIONS, CAPABILITIES & SKILLS Educational Attainment Required: High Diploma/associate degree or above in any discipline, preferably with communication/business/IT related field. Minimum Relevant Experience Required: At least 3 years solid experience in customer service operations. FMCG/Retail/Gas Utility industry experience will be an advantage. Knowledge/Skills Required: Excellent communication and coordination skills; Proficient in English, Cantonese and Mandarin speaking and writing. Licenses or Certifications Required: N/A #J-18808-Ljbffr