Customer Care Manager – Cross Border (2 years renewable contract)
Frieslandcampina (Hong Kong) Limited
Mong Kok, Hong Kong
Permanent
Full-time
22 days ago
Join Our Team as a Customer Care Manager – Cross Border!Are you proactive and empathetic? We're seeking a dedicated Customer Care Manager- Cross Border to enhance our cross-border consumer engagement for our infant milk formula business.Location: Hong Kong (Will support your Work Visa Application if needed)Role Highlights· Manage consumer inquiries and complaints from cross-border e-commerce platforms.· Collaborate with the outsourced call center and internal Hong Kong team.· Lead crisis response strategies and ensure regulatory compliance across markets.· Drive AI-driven customer service innovations and manage key service platforms.· Support brand campaigns through professional customer service delivery.Key Responsibilities1. Cross-Border Consumer Support· Handle daily inquiries and complaints from CBEC platforms (e.g., Tmall Global, JD Worldwide, Little Red Book).· Respond empathetically and accurately in Mandarin, Cantonese, and English.· Manage escalated complaints from CBEC CS teams and ensure timely resolution.· Maintain readiness to handle CBEC-related issues and crisis scenarios.2. Crisis & Complaint Management· Lead resolution of serious complaints and coordinate with QA, Legal, and Marketing teams.· Act as the main point of contact during crisis events, providing accurate data and case summaries.· Maintain and update a crisis response playbook and communication guidelines.3. Call Center Collaboration & Oversight· Liaise with the outsourced call center and HK CS teams.· Provide onboarding, training, and SOPs aligned with FrieslandCampina’s standards.· Monitor KPIs (response time, resolution rate, satisfaction) and conduct quality audits.· Arrange regular review meetings to uplift service standards and identify improvements.4. Regulatory & Market Supervision· Ensure compliance with China’s market supervision regulations.· Resolve complaints related to product quality, advertising, and labeling.· Coordinate with local Market Supervision and Administration Bureau officials.5. Reporting & Insights· Analyze consumer feedback and service metrics.· Share insights with internal teams to support product and service improvements.6. Ad-Hoc Support· Support brand campaigns in the CBEC space through professional service delivery.· Take on customer service-related tasks as assigned by management.Requirements:· Bachelor’s degree in Customer Service, Communications, Business, or related disciplines.· 6–10 years of experience in customer service, ideally in infant nutrition, FMCG, or consumer health.· Strong understanding of China’s consumer behavior, CBEC platforms, and service culture.· Experience managing outsourced call centers in Mainland China.· Excellent communication skills in Mandarin (written and spoken); proficient in English and Cantonese.· Familiarity with CRM systems, social media, and customer service tools.· Strong interpersonal, analytical, and crisis-handling skills.· Detail-oriented and able to work independently under pressure.Work Arrangement· Based in Hong Kong office.· Regular collaboration with call center and internal stakeholders.· May need to travel to Mainland China for training, audits, or team alignment.What We Offer· A purpose-driven role in a company that values nourishment, trust, and sustainability.· Cross-border exposure and collaboration with regional teams.· A dynamic and flexible work environment with strong career development opportunities.About FrieslandCampina (Hong Kong) LimitedIt is a multi-national dairy company headquartered in the Netherlands, with a strong presence in the Asia Pacific that includes Hong Kong. Today, FrieslandCampina is one of the world’s largest dairy companies. Every day, Royal FrieslandCampina provide millions of consumers all over the world with valuable nutrition from milk.In Hong Kong, our key consumer products are Infant Milk and Ready to Drink Milk under the brand names of Friso and Dutch Lady. In the Food Service, we are well known for market leader Black & White Evaporated Milk preferred by Tea Masters and long heritage Longevity sweetened condensed milk.Our company has an inclusive culture that reflects our heritage. That means people here are open, friendly, straight-forward and pragmatic. Our team players are always seeking collaborations built on trust and respect, and that spirit fuels the power of ‘We’. Our culture is about embracing the power of differences in order to grow together.To learn more job opportunity in FrieslandCampina, please log in https://www.careers.frieslandcampina.com/All applications applied through our system will be delivered directly to the advertiser and privacy of personal data of the applicant will be ensured with security.