Responsibilities:
· Responsible for ensuring customers’ enquiries are attended to via corporate email
· Analyse and develop action plans from customer’s feedback
· Managing feedback system and ensuring operation/service departments are updated with developments
· Managing VVIP data base, including support marketing department with customer retention schemes
· In charge of the company’s customer hotline
· Tabulate scores to facilitate data analysis on complaints, complements and E-Platform
· Execute and document all interactions with customers, including correspondences
· Documenting and collating past cases for training purpose.
· Liaising and follow up with the operation department on all customer feedback cases
· Conduct internal customer service audit
Requirements:
- Candidate must possess at least a Diploma in a related discipline
- At least three years of working experience in a customer-service related role
- Attentive to details, organized and with excellent numerical skills
- Independent and able to work in a fast paced environment with effective time management ability
- Effectively bilingual in English and Mandarin to communicate with Chinese speaking customer-base
