Customer Care Supervisor & Trainer — Luxury Service

International SOS

Hong Kong

On-site

HKD 240,000 - 360,000

Full time

14 days+

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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.