Multilingual Customer Service Team Lead

Harmony New Energy Auto Service (Hong Kong) Limited; Sha Tin; Sur place; HKD 180 000 - 300 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Team leadership

Customer service

Communication

Multitasking

Formation

Diploma

Outils

Microsoft Office

CRM software

Description du poste

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.