We are a wholly owned subsidiary of “K” Line, one of the top Japanese ocean carriers globally, and are focused on Buyers Consolidation and Third Party logistics. We are now seeking a progressive and enthusiastic individual to fill the following position in our Hong Kong office.

We are a wholly owned subsidiary of “K” Line, one of the top Japanese ocean carriers globally, and are focused on Buyers Consolidation and Third Party logistics. We are now seeking a progressive and enthusiastic individual to fill the following position in our Hong Kong office.

Customer Operations Manager / Assistant Customer Operations Manager

Job level Middle
Education Bachelor Degree
Location
Kwun Tong
Employment type Full Time
Benefits Dental plan, 13-month pay, 5-day week, Gratuity, Medical plan, Performance bonus
Industry Freight Forwarding / Logistics / Delivery / Warehousing
Job function Sales / Business Development / Customer Service > Customer service / Sales Support
Logistics / Transportation > Supply Chain / Logistics
Sales / Business Development / Customer Service > Account Servicing
Published On 20/06/2019

Supervisory Responsibilities:

  • Monitor the performance of Account Management Team in the aspects of customer service & preciseness;
  • Perform service quality audit for improving service provisions as well as implementing service related projects with internal and external parties;  
  • Coordinate and collaborate with internal and external team to ensure delivery of best-in-class customer experience. Lead and manage functions of customer service hotline and logistic operation, etc;
  • Identify training needs, design training modules, and conduct regular training in respect of operations and service standard;
  • Design and manage different workflow to ensure smooth business operation. Manage different touch points to ensure a consistent brand exposure and service experience;

Customer Services Responsibilities:

  • Serve as a dedicated customer contact point;
  • Define customer policy and procedure according to different market environment, continue enhancement based on customer and operation feedback;
  • Regularly review with customers and cooperate with the operation team to achieve the KPI agreed with the customers;
  • Achieve customer satisfaction and build relationships with customers; handle customer’s enquiries, claims and complaints;
  • Define, measure and ensure customer satisfaction across different stages;

Strategical Responsibilities:

  • Develop strategy with insights to uplift Century’s service excellence in the industry;
  • Maximize operation efficiency through process automation and digital services support;
  • Provide different management reports to reflect operation preparation progress and performance.

Requirements:

  • Degree holder with 5 years or above relevant experience in logistics industry, including relevant experience in leading and managing a customer service team in a sizable company;
  • Good command of written and spoken English and Chinese with fluency in Mandarin and Cantonese are essential;
  • Excellent leadership, interpersonal and communication skills with all levels, mature, strong enthusiasm with solution-oriented mindset are required;
  • Knowledge of the import and export customs declaration;
  • Expert in customer operations and workflow management. Understand functionality and KPI of different departments. Proven experience in setting up new workflow and process which lead to a smooth operation of new business. Able to prepare different customer policy with paying attention to details;
  • Proficient in MS Office and English / Chinese word processing;
  • Positive, confident, a good communicator and observer. Equipped with Global vision and respects to different culture;
  • Passion to make a difference, self-motivated, result-oriented with good customer services senses, analytical skills;
  • Willing to travel occasionally;
  • Proven ability to get things done through leading cross-functional units and establishing cross-functional relationships.

Century is a financially strong company with the backing of a major global shipping company, offering a competitive compensation package and dynamic work environment to the right candidate.

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