Customer Service Manager

At EPOS, we help business owners and entrepreneurs unleash the full potential of their businesses. As a fast-growing and dynamic company, we are dedicated to transforming the retail and F&B industry with high-performance technology solutions. Our mission is to empower businesses by improving operational efficiency, enhancing customer loyalty, and unlocking new growth opportunities.

We take pride in fostering a collaborative, innovative, and high-performance work environment, where employees are encouraged to grow, take ownership, and make a meaningful impact.

About this Role
We are seeking an experienced and results-driven Customer Service Manager to lead and elevate our customer support function. This role is critical in ensuring an outstanding service experience for our clients while driving continuous improvement in customer satisfaction and service efficiency.

The ideal candidate is a proactive leader with strong problem-solving abilities, a customer-first mindset, and the capability to build and manage a high-performing support team.

Key Responsibilities:

1. Leadership & Team Development
   • Lead, mentor, and develop the customer service team to ensure high performance and service excellence.
   • Foster a customer-centric culture and establish clear service standards.
   • Provide training and coaching to enhance technical knowledge and service capabilities.
2. Customer Experience & Service Operations
   • Oversee all customer interactions across various channels, ensuring efficient and professional service delivery.
   • Monitor and analyze customer feedback, identifying trends and areas for improvement.
   • Develop and implement strategies to enhance the overall customer experience.
3. Process Improvement & Performance Management
   • Define and track key performance indicators (KPIs) to measure and improve service efficiency and customer satisfaction.
   • Identify and implement process improvements to optimize service response times and issue resolution.
   • Collaborate with cross-functional teams, including sales, product, and operations, to drive service excellence.
4. Problem Resolution & Escalation Management
   • Handle escalated customer issues, ensuring timely and effective resolutions.
   • Develop action plans to minimize recurring service challenges.
   • Act as the key liaison between customers and internal teams to address complex service needs.

Requirements:

• Bachelor's degree in IT, Business Management, or related field.
• 3-5 years in customer service with at least 2 years in a leadership role.
• Proven leadership skills with a focus on team-building, coaching, and driving results.
• Excellent communication and problem solving skills.
• Able to make decisions under pressure.
• Proficiency in Excel and CRM Software (Hubspot)
• Fluent in Chinese (both written and spoken) to communicate with a diverse customer base. (preferred)
• Experience with POS systems and related technologies. (preferred)