Reporting lines / Substitution / Subordinates

• Reporting to Customer Service Manager
• Substitution during absence: Team Leader/CSE/SM
• Subordinates: None

Job Scope/Responsibilities

1) Focus on establishing strong customer relations with identified IKA, NKA, and fleet customers with regular QBR (quarterly business review) in place, including on-site visits.
(a) Setup of SLA (service level agreements)/dashboard for the identified customers.
(b) Review and assess customer service contracts and rental contracts with for the identified customers, working closely with Sales Manager to minimise termination of contracts.
(c) Manage internal and external stakeholders to create win-win situations.
(d) Establish escalation management with complex problem-solving team. Ensure tracking and documentation of problem resolution.
(e) Ensure that Salesforce CRM for identified customers are kept up to date to provide data driven decision making. For example: accurate labour and parts costs in customer profitability report to drive contract renewal decision.

(2) Work on used trucks and used parts management as part of rental fleet returns in optimizing rental fleet utilization and rental margin.
(3) Work on continuous improvement of customer service operations based on internal feedback (sales teams) and external feedback (customers, NPS survey follow-up).
(4) Coordinate and manage customer service projects and initiatives as required by management.
(5)Fill in for the CSM (Customer Service Manager) in times of absence.
Refer to CSM JD.

Job Requirements

• Excellent verbal communication, and the ability to convey important information clearly and effectively.
• Strong leadership and initiative.
• Excellent delegator and mediator.
• People person, able to provide excellent customer service.
• Quick decision-making and problem-solving abilities.
• Excellent time management.
• Responsible, goal-oriented, and organized.
• Strong attention to detail and ability to multitask.
• Confident, proactive, and willing to take on workplace challenges.
• Great listening skills and ability to take direction from individuals in higher-level positions.
• Proficiency in CRM systems.
• Proficiency in MS Office applications

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員工福利 Benefits

• 五天工作 5-Day Work
• 醫療津貼 Medical Insurance
• 牙科保險/福利 Dental Insurance
• 表現獎金/ 勤工獎 Performance Bonus
• 旅遊津貼 Travel Allowance
• 銀行假期 Bank Holiday
• 晉升機會 Promotion
• 在職培訓 On-the-job training
• 有薪婚假 Marriage Leave
• 生日假期 Birthday Leave
• 年終花紅 Year end bonus
• 家庭友善僱傭措施 Family Friendly Policy
• 侍產假 Paternity Leave

薪金 Salary

• $25,000 - $30,000 月薪 / Monthly li >

行業 Industry

• 貿易 Trading

工作種類 Job Category

• 客戶服務 (客戶服務) Customer Service (Customer Service)
• 銷售 (顧客服務經理) Sales (Customer Service - Manager)
• 銷售 (電話銷售 / 電話推廣 / 熱線中心) Sales (Telesales / Telemarketing / Call Centre)
• 銷售 (銷售管理) Sales (Sales Management)
• 行政 / 秘書 (行政 / 運營經理) Administration / Secretary (Administration / Operation Manager)

工作地點 Location

• 葵興 Kwai Hing

學歷要求 Education

• 中五 / 香港中學會考 F.5 / HKCEE

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