Come and Join Us!
Be Remarkable. Be Yourself.
At Watsons Water , we believe in our people, in teamwork and the importance of your personal growth. We offer pleasant working environment to make staff get united and work as a team, we offer fun and interactive activities that both staff and their families can enjoy.
Be you at your remarkable best. Visit https : / / career.aswatson.com / ermsportal / vacancy / index / watsonswater / en
You can enjoy :
- Comprehensive Medical and Life Insurance coverage, including your spouse and children!
- Professional training and career advancement opportunities!
- Exclusive company pension schemes! Marriage, Maternity and Paternity Leave!
- Free Company Coach and Meal Allowance
- Exclusive shopping discount, special sales for our people only!
Role Purpose :
As a Customer Solution Officer, you will oversee customer solution function for feedback & complaint resolution and maintain SLAs with monitoring of product and service quality in all customer touch points.
A typical day in the Role :
Achieve company targets & projects & keep good customer relationship particularly with VIP & key account customersHandle all escalated customer complaints & high-risk cases including media and third-party claims with timelyregular update to seniors & management
Ensure all feedback & complaints are satisfactory resolved with gap analysis for compliance and keep propersystem & offline records. Manage exceptional request approval including exchange, returns & rescheduling.
Maintain omnichannel (such as email & chat) templates for quality customer experience from inquiry, onboarding to service delivery. Update guidelines, handbook & training materialsDesign & conduct survey for customer satisfaction score with call monitoring insights to execute improvementplan for service excellence
Coordinate client projects to formulate and follow up CS solutions to meet requirementsAttend regular product & service review meetings, prepare presentation materials, periodic statistics &management reports and perform other duties assigned by supervisors and management
This job is a good fit for You if :
You are a TEAM PLAYER . You are a natural team player, one for all, all for one; focus on the relationships within the team; optimistic, energetic and feel energized when working with others.You are a PROBLEM SOLVER . You make decisions based on evidence-based opinions; when you do something new, you seek to understand as much as possible and don’t jump in but conduct their due diligence and plan for moving forward.You are a COMMUNICATOR . You have an ability to pick up on people’s underlying motivations and these insights make you persuasive and inspiring communicators; natural mediators who understand diverse perspectives and you value a positive, and inclusive environment.Success will depend on :
Diploma holder or aboveMinimum 3 years of relevant experience in customer services with solid complaint handling experiencesEmpathetic, patience, well-organized, self-motivated, detail-mined, able to work underpressure and independently
Good communication, presentation and interpersonal skillGood command of written and spoken English & ChinesePC Knowledge in MS Excel, Word & PowerPoint and Chinese ProcessingCandidate with less experiences will be considered as Senior Customer Solution Executive or Customer Solution Executive