Customer Service Manager (1-year renewable contract)

Responsibilities:

Lead consumer affairs and customer experience management across Hong Kong, Macau, and cross-border e-commerce channels.

Handle consumer inquiries, escalated complaints, and crisis situations, ensuring timely and effective resolution.

Partner with Quality, Legal, Marketing, and other stakeholders to manage complex consumer cases and protect brand reputation.

Manage outsourced customer service vendors, including onboarding, training, service quality, and performance monitoring.

Develop and enhance customer service processes, crisis response protocols, and service standards.

Analyze consumer feedback, complaint trends, and service performance to identify improvement opportunities.

Support business campaigns and customer-related projects to drive customer satisfaction and brand loyalty.

Requirements:

Bachelor's degree in Business, Marketing, Communications, Customer Service, or related disciplines.

8+ years of experience in Consumer Affairs, Customer Service, Customer Experience, or related functions.

Strong understanding of consumer behavior and customer service practices in Hong Kong, Macau, and Mainland China.

Hands-on experience with e-commerce and social commerce platforms, such as Tmall, JD, and Xiaohongshu.

Proven experience managing outsourced customer service teams or service providers.

Excellent communication skills in Cantonese, Mandarin, and English.

Strong analytical, stakeholder management, and problem-solving abilities.

Familiarity with CRM systems and customer service technologies.

Location: Mong Kok

Click "Apply Now" to apply for this position or call Derek at +852 3180 4947 for a confidential discussion. All information collected will be kept in strict confidence and will be used for recruitment purpose only.