Head of Customer Service Operations

Gain City Group of Companies; Hong Kong; Sur place; HKD 1 103 000 - 1 471 000; Plein temps

Résumé du poste

Gain City Group of Companies is seeking a detail-oriented Director/Assistant Director/Senior Manager, Customer Service Operations to lead the Customer Service Operations division, supporting the operational and commercial needs of the Gain City group of companies.

Beyond overseeing daily service operations and ensuring a positive and unified customer experience across all touchpoints, you will be responsible for delivering operational excellence, seamless service delivery, continuous improvement

Qualifications

• Bachelor’s degree in business administration, communications, operations management or related discipline.
• 5+ years of experience in customer service operations, with a minimum of 2 years in a leadership role.
• Experience managing customer service teams at scale and in hybrid environments.
• Proficient in customer support tools and platforms.
• Strong analytical and problem-solving skills.
• Experience in service industries such as retail or e-commerce is a plus.

Responsabilités

• Oversee daily operations of the customer service teams to ensure timely and appropriate responses to customer enquiries and feedback.
• Lead the resolution of high-impact escalations and service disruptions, ensuring clear communication and effective recovery plans.
• Lead, coach and develop high-performing teams of managers and frontline agents to drive engagement and continuous performance improvement.
• Develop and implement customer service frameworks, standards and procedures that support long-term business goals and enhance customer satisfaction.
• Explore, evaluate and adopt customer support tools and platforms to automate processes and improve service capabilities.
• Set and monitor KPIs such as response time, resolution rate, CSAT and first-contact resolution, and identify areas for improvement.
• Produce comprehensive reports and actionable insights on customer trends, pain points and service metrics to support strategic decision-making.
• Ensure full compliance with government regulations and internal SOPs.

Connaissances

Leadership

CSOps

Analytical

Hybrid environment

People management

Retail/E-commerce

Formation

Bachelor's degree (business/admin/ops)

Outils

CRM tools

Customer support platforms

Description du poste

Gain City Group of Companies is seeking a detail-oriented Director/Assistant Director/Senior Manager, Customer Service Operations to lead the Customer Service Operations division, supporting the operational and commercial needs of the Gain City group of companies.

Beyond overseeing daily service operations and ensuring a positive and unified customer experience across all touchpoints, you will be responsible for delivering operational excellence, seamless service delivery, continuous improvement