Manager, Customer Service

The Women's Clinic; Hong Kong; Presencial; HKD 700.000 - 950.000; Jornada completa

Descripción de la vacante

The Women’s Clinic Group in Hong Kong is seeking a Customer Service Manager to lead our Customer Service team and deliver empathetic, consistent support across the patient journey. You will oversee daily operations, resolve complaints, and drive patient conversions while improving satisfaction.

Responsibilities include coaching staff, maintaining service standards, coordinating with Marketing, and implementing patient surveys and improvements.Healthcare experience is advantageous; strong

Formación

• Bachelor's degree or above.
• 5-8 years in customer service, including at least 3 years in a supervisory role.
• Healthcare/clinic experience is an advantage.

Responsabilidades

• Lead, coach and develop the Customer Service team and set clear performance expectations.
• Drive achievement of customer conversion targets and satisfaction goals.
• Oversee operations across live chat, phone, email and social media with timely, accurate responses.
• Establish service standards and complaint handling guidelines.
• Launch and manage patient satisfaction surveys and implement improvements.
• Identify gaps in the patient journey and drive cross‑functional improvements.
• Collaborate with Marketing on engagement and referral initiatives.
• Stay updated on best practices and new tools in customer service.

Conocimientos

Team leadership

Customer service

Empathy

Communication

Analytical thinking

Educación

Bachelor's degree

Herramientas

CRM systems

Customer service tools

Descripción del empleo

We are seeking a Customer Service Manager to lead our team and deliver responsive, empathetic and consistent support throughout the patient journey at The Women's Clinic Group in Hong Kong.

The role oversees daily service operations and complaint resolution, develops team capability, and improves customer satisfaction while achieving agreed customer conversion targets.

Job Highlights

Lead and coach the Customer Service team to convert enquiries into new patient bookings

Drive new patient acquisition through personalized follow-up, with performance incentives linked to KPI achievement

Deliver excellent patient service and improve satisfaction throughout the patient journey

Job Duties

Lead, coach and develop the Customer Service team, setting clear expectations and providing regular performance feedback.

Drive achievement of agreed customer conversion targets and customer satisfaction goals.

Oversee daily operations across live chat, telephone, email and social media, ensuring timely, accurate and consistent responses.

Establish and maintain customer communication procedures, service standards and complaint handling guidelines.

Launch and manage patient satisfaction surveys across the clinics, analyze feedback, and work with relevant teams to implement service improvements.

Identify gaps in the customer journey and lead practical improvements with clinic teams and other departments.

Work with Marketing to deliver customer engagement and referral initiatives, including event invitations and outreach across relevant channels.

Keep up to date with customer service practices and emerging technologies, and recommend relevant improvements.

Undertake other duties and ad hoc assignments as required by management.

Job Requirements

Qualifications and Experience

Bachelor's degree or above.

5-8 years of experience in customer service, customer experience or a related function, including at least 3 years in a supervisory role.

Demonstrated success in managing customer service operations, resolving complaints and achieving service and customer satisfaction targets.

Experience in healthcare, clinics, hospitals, insurance or professional services is an advantage.

Knowledge and Skills

Strong understanding of customer expectations, service practices and communication preferences in Hong Kong and Mainland China.

Familiarity with social media platforms used in Hong Kong and Mainland China, and their customer service applications.

Excellent interpersonal and communication skills, with the ability to build trust and manage sensitive conversations with empathy and professionalism.

Strong analytical and problem-solving skills, with the ability to use service data and customer feedback to identify improvements.

A high level of integrity, sound judgement and discretion when handling confidential customer and patient information.

Strong attention to detail, a sense of ownership, and the ability to prioritize effectively under pressure.

Strong written communication skills in English and Chinese, and verbal communication skills in English and Mandarin.

Proficiency in CRM systems and customer service tools.

Candidates with less experience will be considered Assistant Manager, Customer Service.

We offer an attractive remuneration package to the right candidate.