Customer Service Executive

Ang Mo Kio Town Council; Hong Kong; Vor Ort; HKD 258.000 - 405.000; Vollzeit

Zusammenfassung

Ang Mo Kio Town Council seeks an experienced Customer Service lead to oversee frontline operations, guide the CSO team, and coordinate with internal departments for seamless service delivery.

The role emphasizes managing feedback, training staff, and maintaining efficient processes while ensuring high levels of resident satisfaction and teamwork across offices.

Qualifikationen

• Minimum Degree in Business Administration or equivalent qualifications.
• Fresh graduates with willingness to learn and contribute will be considered.
• Strong written and verbal communication skills.
• Ability to handle feedback and complaints professionally.
• Experience in a supervisory or team lead role is advantageous.

Aufgaben

• Deliver quality customer service by managing feedback, complaints and services, liaising with departments for follow-up.
• Guide frontline team on handling escalated complaints and delivering quality service.
• Provide back-up operational support to call center, reception, or cashier across offices.
• Manage CSO duty rosters and leave planning for smooth operations.
• Provide orientation and training to CS team to ensure accurate information sharing.
• Collaborate across departments to improve processes and productivity.
• Perform administrative duties including onboarding/offboarding, procurement, invoices, and mailbox management.

Kenntnisse

Customer service

Leadership

Microsoft Excel

Communication

Organizational skills

Interpersonal skills

Problem solving

Independent work

Team collaboration

Ausbildung

Bachelor degree in Business Administration

Tools

Microsoft Excel

Jobbeschreibung

Job Duties & Responsibilities

Deliver quality customer service:

1. 1. Manage feedback, complaints and services requested by the residents professionally and liaise with the relevant departments to follow-up on outstanding matters.
2. 2. Guiding frontline team (Customer Service Officers) on handling escalated complaints and delivering excellent customer service.
3. 3. Act as back-up operational support and ready to be deployed to either the call center, reception, or cashier across all offices.

Team management:

1. 1. Manage Customer Service team duty roster and leave planning to ensure smooth business operations.
2. 2. Provide orientation, guidance and conduct training for the Customer Service team (when required) to deliver quality customer service and frontline assistance by sharing useful and correct information and advice to stakeholders such as callers, walk-in residents, contractors, etc., to create a positive and satisfying customer experience.
3. 3. Work cohesively within and across departments to seek for continuous improvements of work processes or instructions to increase productivity and enhance teamwork.

Performance Management/ Administrative duties:

1. 1. Perform statistical analysis and report generation for departments, Council wide performance and ad hoc requirements.
2. 2. Oversee and perform general administrative duties supporting all departments, including but not limited to onboarding / offboarding clearance formalities, general office maintenance.
3. 3. Assist in procurement matters and replenishment of office supplies. Handle invoices and office maintenance contracts, following company policies and procedures.
4. 4. Oversee and follow-up on emails received in Customer Service Officer (CSO) and Service Quality mailbox.
5. 5. Any ad-hoc duties assigned by your supervisor.

Job Requirements:

1. 1. Minimum Degree in Business Administration or equivalent qualifications.
2. 2. Preferably at least 2 years of experience in a customer service role, with demonstrated ability to handle feedback and complaints professionally. Fresh graduates with willingness to learn and contribute will be considered.
3. 3. Competent in statistical analysis and Microsoft Excel.
4. 4. Prior experience in a supervisory or team lead capacity is highly advantageous, but not a must.
5. 5. Excellent written and verbal communication skills.
6. 6. Strong organizational skills and attention to detail, capable of managing multiple tasks and prioritizes effectively.
7. 7. A team player with strong interpersonal skills, able to collaborate effectively across departments and engage with diverse staff members.
8. 8. Proactive, resourceful, and able to work independently to resolve issues and improve processes.
9. 9. Flexibility to provide back-up support as front line staff (e.g. call centre, reception, cashier) as required.