Customer Service Manager

Customer Service Manager

The Customer Service Manager will play a vital role in enhancing our customer experience, ensuring that our service aligns with our brand values and reputation. This position reports directly to the Managing Director and will focus on addressing customer concerns, improving service processes, and collaborating with various departments to streamline operations and communication.

Is this your next challenge in Retail / FMCG?

The challenge is to:

• Customer Experience Management: Develop and implement customer service strategies that enhance the overall customer experience across both online and offline platforms
• Team Leadership: Lead and mentor a team of customer service representatives, fostering a culture of excellence and accountability
• Reputation Management: Work closely with the Managing Director to monitor and manage the brand's reputation, addressing customer feedback and concerns in a timely manner
• Supply Chain Coordination: Collaborate with supply chain and logistics teams to address and resolve issues affecting product availability and delivery timelines
• Marketing Alignment: Ensure alignment between marketing campaigns and customer service messaging, addressing any discrepancies that could impact customer perception
• Data Analysis: Analyze customer service metrics and feedback to identify trends, areas for improvement, and opportunities for enhancing customer satisfaction
• Process Improvement: Develop and refine customer service protocols and processes to increase efficiency and effectiveness
• Cross-Department Collaboration: Partner with sales, marketing, and operations teams to ensure a cohesive approach to customer engagement and brand representation

Do you have experience in Customer Service Management?

• Bachelor's degree in Business Administration, Marketing, or a related field
• Minimum 5 years of experience in customer service management, preferably in the retail sector
• Strong understanding of the health and beauty industry, with knowledge of the Hong Kong and China markets.
• Excellent leadership, communication, and interpersonal skills
• Proven ability to manage customer complaints and feedback effectively
• Experience working with supply chain operations and marketing teams
• Proficiency in customer service software and CRM systems
• Bilingual proficiency in English and Chinese (Cantonese/Mandarin) is preferred

DFI Retail Group is responsible for ensuring that all personal information collected from each Candidate presented to DFI Retail Group is used for recruitment purposes only and the data collection process is in accordance with all applicable laws and compliant with the Code of Practice on Human Resource Management.