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CUSTOMER SERVICE MANAGER (30K-35K) - brand owner & distributor consumer electronics / home electrical appliance / IT products (Admiratly)
Company Overview
Hong Kong - Shenzhen - Guangzhou - Shanghai - Beijing
JPC Texson Ltd, established since 1990, is a Hong Kong and China licensed Employment Consulting firm, specializes in Headhunting and Recruiting Services for companies in Hong Kong and China. We have offices in Hong Kong, Shenzhen, Guangzhou, Shanghai and Beijing.
Company Overview
- We are a well-established Hong Kong-based company specializing in the distribution of globally recognized consumer electronics, home appliances, IT, and telecom products.
- Our business serves both the local market and selected ASEAN markets, with a strong focus on product quality, service reliability, and customer satisfaction.
- Our product portfolio covers a wide range of leading international brands, and we work closely with customers, service partners, technicians, logistics providers, and internal teams to deliver a smooth end-to-end after-sales experience.
- In addition to product distribution, we place strong emphasis on warranty support, repair coordination, spare parts management, and responsive customer care for direct consumers.
Role Mission
- To lead the customer service function in delivering responsive, professional, and high-quality after-sales support for direct consumers, while strengthening customer satisfaction, improving service efficiency, and protecting brand reputation.
Role Summary
- Reporting to the AGM, you will lead a team of 3 customer service staff and work closely with a team of 6 in-house technicians.
- You will oversee daily customer service operations, manage escalations, improve service workflows, and coordinate with both internal teams and external service partners to ensure a smooth and effective customer experience.
Job Description
- Lead and coach the customer service team to ensure smooth daily operations and excellent service standards.
- Work closely with the in-house technician team to coordinate installation, repair, maintenance, and after-sales support for consumers.
- Manage customer enquiries, complaints, escalations, and service recovery cases in a professional and timely manner.
- Oversee after-sales service operations, including warranty handling, maintenance scheduling, spare parts coordination, and RMA processing.
- Liaise with external repair centers, call centers, and logistics providers to ensure service quality and turnaround time.
- Monitor service performance, review customer feedback, and implement process improvements.
- Develop and update SOPs, service guidelines, and troubleshooting materials to enhance operational efficiency.
- Support online reputation management by handling negative reviews and customer concerns with care and professionalism.
Ideal Candidate
- Bachelor’s degree preferably in Business Administration, Communications, or a related discipline.
- Minimum 5 years of customer service experience, including at least 2 years in a supervisory or managerial role.
- Experience in consumer electronics, small home appliances, retail, or B2C service operations is highly preferred.
- Familiar with warranty handling, after-sales support, electrical product safety standards, and RMA processes.
- Strong interpersonal, negotiation, conflict-resolution, and crisis-management skills.
- Analytical and detail-oriented, with the ability to turn service data into practical improvement actions.
- Proficient of spoken and written Cantonese, English, and Mandarin.
Terms & Benefits
- Monday to Friday : 9:30am-5:30pm
- Alternate Saturday : 9:30am-1:00pm
- 12 days annual leave.
- Birthday leave.
- Medical insurance.
- Performance bonus, with historical bonus records of more than one month’s salary.
TO APPLY for this job or similar jobs :
Please email your CV with salary expected to Apply Now
JPC Recruiting Services 於 1990 年成立，是一家總部設於香港的專業招聘公司，提供招聘及獵頭服務。
All personal data collected from job applicants will be used strictly for recruitment purposes only. Your privacy is fully protected, and your personal information will not be disclosed, leased, or sold to any third party.
本公司所收集的求職者個人資料僅作招聘用途。閣下的私隱將獲得嚴格保障，個人資料絕不會被披露、出租或出售予任何第三方。
How to Apply
Thank you for your application. Please email us if you have any question.
Job details
- Work Exp
- 5 Years – 15 Years or above
- Education
- Bachelor Degree
- Industry
- Trading / Merchandising / Wholesale
- Job Function
- Marketing / Public Relations > Marketing - Communications, Sales / Business Development / Customer Service > Sales Engineer / Technical Sales, Sales / Business Development / Customer Service > Sales Management
- Location
- Admiralty
- Employment Type
- Full Time
- Benefits
- Alternate saturday, Medical plan, Performance bonus, Special / extra leave
- Published On
- 31 Jul 2026
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