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Customer Solution Officer / Executive
AS Watson IndustriesHong Kong30 天前
职位描述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 Ensure all feedback & complaints are satisfactory resolved with gap analysis for compliance and keep proper 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 Coordinate client projects to formulate and follow up CS solutions to meet requirements Attend regular product & service review meetings, prepare presentation materials, periodic statistics & 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. 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 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
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 :
regular update to seniors & management
system & offline records. Manage exceptional request approval including exchange, returns & rescheduling.
plan for service excellence
management reports and perform other duties assigned by supervisors and management
This job is a good fit for You if :
Success will depend on :
pressure and independently
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Officer Officer • Hong Kong
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