Customer Care Supervisor / Team Leader

Aspire Lifestyles (HK) Limited; Hong Kong; On-site; HKD 246,000 - 391,000; Full time

Benefits offered by this job

Double Pay

Discretionary Bonus

Paid annual leave

Birthday leave

Group medical insurance

Job summary

Aspire Lifestyles (HK) Limited is seeking a supervisory Customer Care role to manage daily operations across phone, live chat, and email channels while elevating service standards. You will mentor agents, review quality, and resolve disputes, ensuring top-tier guest experiences on luxury travel-related requests.

The ideal candidate has 2+ years in customer service with supervisory exposure, excellent communication, and fluency in English, Cantonese, and Mandarin.

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
• 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 and discretionary bonus
• Paid annual leave
• Birthday leave
• Group medical insurance (including spouse and children, if applicable)
• Clear career progression opportunities

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

Skills

Multitasking

Time management

Problem solving

Communication

Customer service

English

Cantonese

Mandarin

CRM systems

Salesforce (adv)

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. 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.

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!