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Customer Service Manager, E-Commerce

Hong Kong Permanent HK$600,000 - HK$700,000 per year View Job Description
Our client, a leading global online platform. They are seeking for an experienced Head of Customer Service with a robust e-commerce background. You will be responsible for creating a customer-centric culture and driving performance improvements across the organisation.
  • Global E-commerce Business
  • Proficiency in Customer Service Software and CRM

About Our Client

Our client, a leading global online platform. They are seeking for an experienced Head of Customer Service with a robust e-commerce background. You will be responsible for creating a customer-centric culture and driving performance improvements across the organisation.

Job Description

  • Design and implement customer service strategies that align with business goals and enhance the customer experience in the e-commerce sector.
  • Evaluate, enhance, and implement customer service tools and technologies to streamline processes and improve service delivery.
  • Monitor and analyse key performance indicators focusing on CRM, Customer Satisfaction, First Contact Resolution, and Average Handling Time.
  • Gather and analyse customer feedback to identify areas for improvement. Implement changes based on insights to enhance customer satisfaction.
  • Work closely with cross-functional teams, including IT, marketing, and sales, to ensure a seamless customer experience.
  • Develop training programs to equip team members with the necessary skills and knowledge to excel in their roles.
  • Foster a positive work environment that encourages teamwork and innovation.

The Successful Applicant

  • Bachelor's degree in Business Administration, Marketing, or a related field.
  • 10+ years of experience in customer service management, with a strong focus on e-commerce. Proven track record in leading teams and driving performance improvements.
  • Proficient in CRM systems, customer services software, and data analytic.
  • Strong team leader with excellent communication and interpersonal skills. Ability to inspire and motivate a diverse team.
  • Strong analytically and problem-solving abilities; capable of making data-driven decisions.

What's on Offer

  • Competitive salary and performance-based bonuses
  • Comprehensive benefits package
  • Opportunities for professional development and career advancement
  • A dynamic and inclusive workplace culture
Contact
Smania Wu
Quote job ref
JN-122024-6624143
Phone number
+852 2848 4702

Job summary

Function
Sales
Specialisation
Account Manager
What is your area of specialisation?
FMCG (Fast Moving Consumer Goods)
Location
Hong Kong
Job Type:
Permanent
Consultant name
Smania Wu
Consultant phone
+852 2848 4702
Job Reference
JN-122024-6624143

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.