Customer Service Manager
CurrentLead a customer service team located in Hong Kong 1. Lead and guide the Customer Service Team with 7 subordinates which is base in Hong Kong2. Provide guidance to the subordinates to strike for excellent customer service.3. Analyze current Customer Service structure to identify areas of improvement.4. Work with other departments to set and/or amend general inter–departmental workflows.5. Propose action items with timelines and new KPIs for continuous cost control and service improvement purpose6. Communicate with sales and customer service team across different locations where necessary; especially on new program set up, new item set up or crisis management7. Handle approval duties such as invoice cancellation, inventory reservation, goods disposal, credit note (base on approval limit) etc.8. Liaised among international retailers buying office, garment manufacturers and internal parties9. Lead the team to support Sales Teams on business strategy executing as well as planning in order to achieve sales revenue targets10. Identify major complaint natures, worked out remedial action and long term improvement solution to enhance vendors’ satisfaction and loyalty11. Visit customers with Sales when necessary.12. Negotiate with customer and other departments for problem solving.13. Regular reporting and analysis to top management.14. Lead ad hoc projects
