Customer Care Officer

7-Eleven

  • Quarry Bay, Hong Kong
  • Permanent
  • Full-time
  • 2 days ago
7-Eleven possesses the largest retail store network with over 900 convenience stores in Hong Kong and Macau. Apart from providing quality fresh, fast food and convenient products, the chain provides a wide range of value-added services such as bill payments, mobile cards, ticketing, and pick-up services to meet customers' convenience needs. To cope with our rapid business development, we are inviting energetic and high-caliber individuals to join our team.Is this your next challenge in Customer Care?The challenge is to:
  • 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 in a timely and 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 on customer complaint cases referred from the Consumer Council and Government Bodies
  • Handle voice messages and make follow-up calls to customers
  • Record all case details received from various channels, including phone, email, social media, etc., in the CRM system and update as necessary
  • Proficiently using multiple company systems to manage customer interactions, track issues, and access relevant information
  • Assist in reviewing existing workflow and procedures for continuous improvement of service levels and efficiency
Do you have experience in Customer Service?
  • Higher Diploma or above in any field
  • Minimum 2-3 years of customer service experience
  • Be proactive, attentive, detail-minded, 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, English & Chinese word-processing
  • Experience in FMCG or retail industry is an absolute advantage
DFI Retail Group is an equal opportunity employer and responsible for ensuring that all personal information collected from each Candidate presented to DFI Retail Group is used for recruitment purposes only and the personal data will be kept and handled confidentially. We will retain the applications of candidates not selected for a period of no more than 24 months. The data collection process is in accordance with all applicable laws and compliant with the Code of Practice on Human Resource Management.To find out more about Our Businesses and Our People, please visit our website: https://www.DFIretailgroup.comIssued by The Dairy Farm Company, Limited

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