Service Center Manager (Corporate Role)
- Mong Kok, Hong Kong
- $40,000-50,000 per month
- Permanent
- Full-time
- Develop and maintain comprehensive after-sales customer service knowledge to address cross-border e-commerce (CBEC) issues, complaints and crises effectively.
- Foster strong collaboration with Hong Kong and CBEC customer service teams to ensure prompt responses and follow-up actions.
- Manage the inquiries on the CBEC platforms with accuracy and professionalism, and respond to the escalated complaints.
- Address escalated complaints, coordinating with Quality Assurance, Legal, and Marketing team to ensure swift and effective resolutions.
- Identify potential crises on CBEC platforms and implement proactive measures to resolve them before they escalate.
- Collaborate with the call center on onboarding, training, revamp SOPs and set KPIs to measure the performance of the team.
- Conduct regular performance reviews with the CBEC customer service team to elevate service standards and optimize operational efficiency.
- Track and analyze consumer feedback, preparing regular reports with actionable insights to drive improvements.
- Provide accurate data and detailed case summary reports during issues or crises to support decision-making.
- Bachelor's degree in Business, Communications, Marketing, Customer Service, or a related field.
- At least 6 years of customer service experience, with a preference for experience in Mainland China.
- Deep understanding of Mainland China's customer service culture and response practices.
- Extensive knowledge of China's e-commerce and social media platforms, including Tmall, JD Worldwide, Xiaohongshu, and WeChat.
- Proven experience managing call centers in Mainland China.
- Exceptional leadership, organizational, and communication skills.
- Strong attention to detail and the ability to perform effectively under pressure.
- Proficiency with CRM systems and customer service tools.
- Fluency in spoken English, Mandarin, and Cantonese.