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Customer Solution Officer / Executive

Customer Solution Officer / Executive

AS Watson IndustriesHong Kong
30 天前
职位描述

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 customers
  • Handle all escalated customer complaints & high-risk cases including media and third-party claims with timely
  • regular update to seniors & management

  • Ensure all feedback & complaints are satisfactory resolved with gap analysis for compliance and keep proper
  • system & 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 materials
  • Design & conduct survey for customer satisfaction score with call monitoring insights to execute improvement
  • plan for service excellence

  • Coordinate client projects to formulate and follow up CS solutions to meet requirements
  • Attend 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 above
  • Minimum 3 years of relevant experience in customer services with solid complaint handling experiences
  • Empathetic, patience, well-organized, self-motivated, detail-mined, able to work under
  • pressure and independently

  • Good communication, presentation and interpersonal skill
  • Good command of written and spoken English & Chinese
  • PC Knowledge in MS Excel, Word & PowerPoint and Chinese Processing
  • Candidate with less experiences will be considered as Senior Customer Solution Executive or Customer Solution Executive
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