Customer Care Supervisor

Aspire Lifestyles (HK) Limited; Hong Kong; On-site; HKD 279,000 - 402,000; Full time

Benefits offered by this job

Double Pay

Discretionary Bonus

Paid annual leave

Birthday leave

Group medical insurance

Job summary

Aspire Lifestyles is hiring a Customer Care Supervisor / Senior Advisor in Hong Kong to support the Team Leader and drive service excellence across phone, live chat, and email channels. You will advise on case handling, review quality, resolve disputes, and train new teammates while staying current with programs and procedures.

The role emphasizes multilingual communication (English, Cantonese, Mandarin), high-volume multitasking, and proactive problem-solving in a luxury/hospitality setting

Qualifications

• Proven experience in customer service, call centers, luxury brands, or hospitality industry with at least 2 years at supervisory level
• Strong multitasking and time-management skills in a fast-paced environment
• Excellent problem-solving abilities and a proactive, can-do attitude
• Experience working with international contacts to fulfill reservations or requests
• Fluency in spoken and written English, Cantonese and Mandarin

Responsibilities

• Assist Team Leader in managing the daily operation on all service channels (including phone, live chat and email) and drive excellence in service level
• Provide advice and support on case handling, giving suggestions to team on the appropriate action to be taken
• Review and evaluate service quality and effectiveness of the team members
• Provide solution to the team on handling dispute and compliant
• Be a trainer in the on-the-job training of new teammates
• Keep up to date with new programs and new procedures and be available to provide solution to the team
• Monitor team productivity and goal attainment especially on monthly quality initiatives
• Assist with ad-hoc projects and tasks as assigned

Job description

Customer Care Supervisor / Senior Advisor

Assist Team Leader in managing the daily operation on all service channels (including phone, live chat and email) and drive excellence in service level. This role involves providing advice and support on case handling, reviewing and evaluating service quality, and providing solutions on handling disputes and complaints.

Key responsibilities

Assist Team Leader in managing the daily operation on all service channels (including phone, live chat and email) and drive excellence in service level

Provide advice and support on case handling, giving suggestions to team on the appropriate action to be taken

Review and evaluate service quality and effectiveness of the team members

Provide solution to the team on handling dispute and compliant

Be a trainer in the on-the-job training of new teammates

Keep up to date with new programs and new procedures and be available to provide solution to the team

Monitor team productivity and goal attainment especially on monthly quality initiatives

Assist with ad-hoc projects and tasks as assigned

About you

Proven experience in customer service, call centers, luxury brands, or hospitality industry with at least 2 years at supervisory level

Strong multitasking and time-management skills in a fast-paced environment

Excellent problem-solving abilities and a proactive, can-do attitude

Familiar with CRM systems, particularly Salesforce is an advantage

In-depth knowledge of local events, trends and city highlights

Experience working with international contacts to fulfill reservations or requests

A passion for travel, lifestyles experiences, and delivering exceptional service

Outstanding communication and customer service skills

Fluency in spoken and written English, Cantonese and Mandarin

Less experience can be considered as Senior Customer Care Advisor

Immediate availability is highly preferred

Structured training programs and continuous on-the-job development

5-day work weeks (9am to 6:30pm)

Competitive salary package with monthly

Double Pay

Discretionary Bonus

Paid annual leave

Additional leave such as birthday leave

Group medical insurance (including spouse and children, if applicable)

Clear career progression opportunities

About us

Aspire Lifestyles is a subsidiary of International SOS, the world's largest premium concierge and affluent service provider. The Aspire Lifestyles delivery model assists companies and some of the world's most premier brands to drive loyalty and create value in their customer portfolios.

Your application will include the following questions:

• What's your expected monthly basic salary?
• How would you rate your Cantonese language skills?

The best stories are told by those who have lived the experience. Our mission is to inspire and delight your customers by making amazing stories happen every day. Stories they can share with their friends, family and colleagues. Stories that reinforce the value of your brand.

Aspire Lifestyles is a Concierge industry pioneer with nearly 30 years of experience designing and managing high-performance Concierge programs for the world’s most prestigious brands and their high-value customer and employees.

Join us and embark on a unique journey to exceed customers’ expectations and grow with us!

The best stories are told by those who have lived the experience. Our mission is to inspire and delight your customers by making amazing stories happen every day. Stories they can share with their friends, family and colleagues. Stories that reinforce the value of your brand.

Aspire Lifestyles is a Concierge industry pioneer with nearly 30 years of experience designing and managing high-performance Concierge programs for the world’s most prestigious brands and their high-value customer and employees.

Join us and embark on a unique journey to exceed customers’ expectations and grow with us!