CRM Assistant — Elevate Member Experience (Contract)

KOS International Limited; Hong Kong; On-site; HKD 203,000 - 243,000; Full time

Job summary

KOS International Limited in Hong Kong is seeking a CRM/Customer Support professional to serve as the primary CRM contact for front-end and care teams, handling membership enquiries across platforms and Excel logs.

The role emphasizes resolving complex membership and tier issues within fast SLAs, collaborating with the retail team to execute the Privilege Program, and recording case details to identify trends and improve customer experience.

Qualifications

• 1-2+ years of CRM or data-entry experience.
• Experience with loyalty programs is a plus.
• Strong attention to detail and ability to cross-reference information across multiple platforms and Excel spreadsheets.

Responsibilities

• Serve as the main CRM contact for front-end and customer care teams to handle daily membership enquiries, lookups, and transaction reconciliations across multiple platforms and Excel logs.
• Investigate, clarify, and manage complex membership and tier issues within targeted SLAs to ensure fast resolution and protect brand reputation.
• Collaborate with the retail team and internal departments to execute the Privilege Program, resolve complaints, and elevate the overall customer experience.
• Escalate critical complaint cases to the CRM Manager or Director as appropriate while strictly following company policies and procedures.
• Accurately document case details, resolutions, and enquiry patterns to track operational trends and convert complaints into customer satisfaction opportunities.

Skills

CRM operations

Data entry

Attention to detail

Communication

Problem-solving

Tools

Excel

Job description

KOS International Limited in Hong Kong is seeking a CRM/Customer Support professional to serve as the primary CRM contact for front-end and care teams, handling membership enquiries across platforms and Excel logs.

The role emphasizes resolving complex membership and tier issues within fast SLAs, collaborating with the retail team to execute the Privilege Program, and recording case details to identify trends and improve customer experience.