Customer Service Supervisor

Harmony New Energy Auto Service (Hong Kong) Limited; Sha Tin; On-site; HKD 180,000 - 300,000; Full time

Job summary

Harmony New Energy Auto Service (Hong Kong) Limited is recruiting a Customer Service Manager to lead the frontline CS team and ensure top-tier service delivery in a busy Hong Kong operation.

You will address complaints and feedback in English, Chinese, and Putonghua, develop procedures, and work with sales, after-sales, product, and technical teams to resolve complex issues. The role emphasizes audits, KPI tracking, and staff training.

Qualifications

• Diploma holder with customer service or service-focused experience.
• Proficiency in Microsoft Office and customer service software.
• Excellent written and spoken English and Chinese (Putonghua preferred).
• Able to multitask, stay organized, and manage time effectively.

Responsibilities

• Manage and lead the customer service team.
• Handle customer complaints quickly and professionally to maintain good relationships.
• Handle verbal and written feedback in a tactful, timely manner.
• Create effective customer service procedures, policies and standards.
• Coordinate with sales, after-sales, product and technical teams to resolve complex issues.
• Organize service review meetings and follow-up on escalated cases, including regulatory referrals.
• Complete internal and manufacturer reporting requirements.
• Conduct service quality audits, assess team KPIs and develop training resources.
• Perform other related duties as required.

Skills

Team leadership

Customer service

Communication

Multitasking

Education

Diploma

Tools

Microsoft Office

CRM software

Job description

Manage and lead the customer service team.

Handle customer complaints or concerns quickly and professionally to maintain good customer relationships.

Handle both verbal and written customer feedback in a tactful, timely and professional manner.

Create effective customer service procedures, policies and standards.

Co-ordinate cross-departmentally with sales, after-sales, product and technical teams to resolve complex customer issues.

Organize regular service review meetings, follow-up on escalated cases including regulatory referrals, and complete internal & manufacturer reporting requirements.

Conduct service quality audits, team KPI assessment and develop internal customer-service training resources.

Perform other related duties and assignments as required.

Qualifications:

Diploma in any disciplines

A minimum of 1 years of proven experience in a customer service (experience in a service-focused industry. Automotive expertise background is preferable)

Proficiency in Microsoft Office applications and customer service software

Excellent written and verbal communication skills in English, Chinese and Putonghua

Able to multitask responsible, organized, detail-oriented, self-motivated, independent with time management skills

For more information about us, please visit our website: https://www.hexieauto.com/

All applications will be used exclusively for selection purposes and handled confidentially by authorized personnel only. Your application may also be considered for other suitable positions within the Group. The Group will retain their applications for a maximum period of one year and may refer suitable applicants to other vacancies within the Group.