RESPONSIBILITIES

·         To handle all kinds of customer enquiries and complaints through various channels, e.g. phone, email, letter and social media

·         Ensure all emails and letters are being attended and respond to customers timely in a professional manner 

·         Follow up customer complaints to ensure complaint cases are settled with proper and satisfactory closure - follow through with relevant departments, respond to customers to offer appropriate solutions and alternatives through phone, email or social media

·         Follow up customer's complaint cases referred from Consumer Council and Government Bodies

·         Handle voice messages and make follow-up calls to customers 

·         Record details of incoming and outgoing calls in the IVRS Pop-up system 

·         Record all case details in the CRM system

·         Assist in reviewing existing workflow and procedure for continuous improvement of service levels and efficiency

QUALIFICATIONS

·         Associate/Higher Diploma or above 

·         Minimum 2-3 years of customer service experience 

·         Be proactive, attentive, detail-minded and excellent interpersonal skills

·         Possess approachable, friendly personality with a positive attitude and a good team player

·         Good telephone manner and active listening

·         Excellent communication skills with good command of both written & spoken English, Cantonese and Putonghua

·         Proficiency in MS Office applications (Excel & Word), English & Chinese word-processing

·         Well-organized, enjoy working in fast paced organization  

·         Experienced in FMCG or retail industry is an absolute advantage