Customer Care Supervisor

International SOS; Hong Kong; On-site; HKD 240,000 - 360,000; Full time

Benefits offered by this job

Structured training programs

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

Competitive salary package

Double Pay

Discretionary Bonus

Paid annual leave

Birthday leave

Group medical insurance (incl. family)

Career progression opportunities

Job summary

International SOS is seeking an Assistant Team Leader in Hong Kong to support daily operations across phone, live chat, and email channels. You will guide the team on case handling, monitor quality, and help resolve disputes, while mentoring new staff and adapting to new programs and procedures.

The role requires 2+ years in supervisory customer service, strong multitasking, and excellent communication in English, Cantonese, and Mandarin.

Qualifications

• 2+ years supervisory experience in customer service/call centers/hospitality.
• Strong multitasking and time-management in a fast-paced environment.
• Excellent problem-solving and proactive attitude.
• CRM familiarity; Salesforce is an advantage.
• Knowledge of local events and city highlights.
• Experience coordinating with international contacts for reservations.

Responsibilities

• Assist Team Leader in managing daily operations across service channels (phone, live chat, email).
• Provide advice on case handling and guide team actions.
• Review and evaluate service quality and team effectiveness.
• Offer solutions for disputes and complaints.
• Train new teammates through on-the-job training.

Skills

Customer service

Call centers

Luxury brands

Hospitality

Supervisory

Languages: English

Cantonese

Mandarin

Tools

Salesforce

Job description

• 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
• To be a trainer in the on-the-job training of new teammates
• Keeping up to date with new programs and new procedures and being 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 The Role

• 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
• To be a trainer in the on-the-job training of new teammates
• Keeping up to date with new programs and new procedures and being 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

Ideal Candidate Profile

• 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
• Immediate availability is highly preferred

We offer

• Structured training programs and continuous on-the-job development
• 5-day work weeks (9am to 6:30pm)
• Competitive salary package
• 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

Why Join us

• A positive, supportive, and encouraging work environment
• Exciting new challenges every day
• Competitive salary
• Regular workplace activities and team engagement

We provide attractive remuneration package and fringe benefits for the right candidate.

We are an equal opportunity employer. We value a diversified workplace and applications are welcome from all qualified candidates.

The information provided by job applicants will be treated in strictly confidential and used for recruitment-related purposes only.