Major duties:

• Responsible for overall CEM-service strategy - set direction, develop framework & roadmap.
• Identify issues & opportunities for service initiatives to improve intimate experiences in customer journey.
• Lead and supervise the team to handle customer enquiries and complaints from different channels
• Negotiate settlements and resolve conflicts with the aim to ensure customer believed that their requirements are being addressed while protecting company’s interest
• Support customer retention programs and meet performance KPIs.
• Ensure functional teams are working cohesively and effectively in support of business operation and growth.
• Provide complaint handling training to internal staff & frontline customer service staff.
• Launch and maintain CRM mobile app, improve operations efficiency by digitalized critical CRM process
• Work closely with internal teams in App development, user interface and publication design 
• Prepare data analysis, reports and recommendations for senior management 
• Monitor quality service standards and translate customer requirements into strategies and processes
• Provide counselling, coaching, training and motivating the retail sales staff at shops

Requirements:

• Degree Holder in Business Administration or related discipline
• 10 years' relevant experience in customer service, with at least 5 years in supervision level, preferably in FMCG, Retail industry
• Independent, attentive to details, with positive working attitude
• Proactive, customer-oriented, with strong interpersonal and communication skills.
• Fluency in written and spoken in Mandarin, English & Chinese
• Strong planning, organization and time management skills
• Strong sense of responsibility and able to work under pressure