Cross-Border Customer Care Lead – HK/CBEC

Levin Human Resources Development Limited; Hong Kong Island; On-site; HKD 600,000 - 900,000; Full time

Job summary

Levin Human Resources Development Limited is seeking a Centre Care Manager to oversee after-sales customer service for HK, Macau, and cross-border e-commerce. The role collaborates with a China-based outsourced call center and our Hong Kong team to uphold service excellence and brand reputation.

The ideal candidate brings 8+ years in customer service, strong Mandarin, Cantonese, and English communications, and familiarity with HK/Macau/ Mainland China e-commerce platforms.

Qualifications

• Bachelor’s degree in Customer Service, Communications, Business, Marketing, or related disciplines.
• 8+ years of customer service experience, preferably with Mainland China presence.
• Familiarity with CRM systems and customer service tools.

Responsibilities

• Build after-sales knowledge for HK, Macau and CBEC-related issues.
• Maintain partnership with HK and CBEC CS teams for timely responses.
• Manage escalated complaints to ensure timely resolution.
• Provide data and reports on issues and crises.
• Lead liaison with Quality Affairs, Legal and Marketing teams.
• Monitor call center operations and KPIs.

Skills

Customer service

Communication

Problem solving

Analytical

Education

Bachelor’s degree

Job description

Levin Human Resources Development Limited is seeking a Centre Care Manager to oversee after-sales customer service for HK, Macau, and cross-border e-commerce. The role collaborates with a China-based outsourced call center and our Hong Kong team to uphold service excellence and brand reputation.

The ideal candidate brings 8+ years in customer service, strong Mandarin, Cantonese, and English communications, and familiarity with HK/Macau/ Mainland China e-commerce platforms.