Customer Service Supervisor (Ref: ct - IT - Css)
I.T rides on a unique multi-brand, multi-layer business model that only proves to success: a multi-channel approach that caters specifically to well-defined groups of fashion lovers in targeted regions with distinct multi-brand stores and single-brand shops. Augmenting this diverse mix are respected brands from around the world that I.T licenses, and exclusively developed house brands.
IT, i.t, ete! and double-park are the flagship multi-brand stores, each appealing to contrasting individuals and tastes while retaining the passion that our company is renowned for. I.T shops are the home of sophisticated labels at the forefront of fashion, while i.t is the place for younger shoppers to find the best in fun, edgy casual wear. Fine footwear and accessories feature in the refined spaces of the ete! stores. At double-park, the latest in street wear and the lifestyle that encompasses it are explored in an experimental shopping environment.
Like those who shop at I.T, the team behind the company is energetic, open-minded and appreciates how fashion can form part of a modern lifestyle. Their dynamism and focus have propelled I.T into a major brand, in Hong Kong and in new markets beyond.
To cope with the business expansion of I.T, high calibre candidates are invited to fill the following position:
Handle customers’ enquiries and complaints, particular for those major incidents
Preparing script and templates for the team
Support in all customer service related tasks and projects
Devise and prepare related working instructions and guidelines for implementation of the service standards that support customer experience management
Be involved in CS training and coaching design, and monitor the effectiveness of the training/ coaching programs for the team
Assist in project management in various customer service delivery and improvement projects
Occasional travel to China is required
Co-ordinate and make preparations for regular team meetings and provide clerical supports to the team
Provide administrative support to projects and assignments
Analyze data and statistics and prepare report
Ad hoc tasks and assignment
- Degree or higher diploma holder in hospitality management or business related disciplines;
- Minimum 4 years of experience in service-oriented industry,of which 2 years at supervisory level
- Strong organizational skills and able to prioritize multiple tasks seamlessly
- Strong interpersonal and communication skills and ability in relationship building
- Proficient in PC skills including MS Office applicationsand Chinese word processing
- Good command of written and spoken Cantonese, English and Mandarin.