Established in 1872 in Japan, Shiseido Brand has become one of the most beloved skin care and cosmetic brands in the world. Shiseido dedicates herself in the quest of new and richer sources of value and use them to bringing our customers beautiful lives. We are now seeking high caliber candidate who...

Established in 1872 in Japan, Shiseido Brand has become one of the most beloved skin care and cosmetic brands in the world. Shiseido dedicates herself in the quest of new and richer sources of value and use them to bringing our customers beautiful lives. We are now seeking high caliber candidate who shares the same vision to join and grow with us.

Manager – Customer Services (Ref: SSU-CSM)

Job level Middle
Work exp Minimum 8 Years
Education Bachelor Degree
Location
Kowloon Bay
Employment type Permanent
Benefits 5-day week, Dental plan, Discretionary bonus, Flexible working hours, Insurance plan, Medical plan
Industry Retail - Beauty
Job function Sales / Business Development / Customer Service > Account Servicing
Sales / Business Development / Customer Service > Customer service / Sales Support
Sales / Business Development / Customer Service > Others
Published On 07/11/2019

The Role:

The Customer Services Manager will be responsible in handling customer enquiries and feedback for the eCommerce channels. He/ she will coordinate with other functional departments namely supply chain, various brands and training teams within the Company to provide an excellent service to our customers.

Responsibilities

  • Set up Customer Service Standard Operating Procedure
  • Deal with customer enquiries promptly and professionally
  • Ensure a satisfactory outcome for the customer and resolve issues fairly while maintaining a positive brand image and adhering to the Company’s terms & conditions
  • Monitor customer service quality, identify areas which require improvement, develop and deliver training material for maximizing individual contribution and engagement
  • Work on the improvement processes and plans to avoid or reduce complaining cases
  • Coordinate with different Brands & Departments within the Company to acquire information and resources to ensure smooth operations and uplift customer satisfaction.
  • Liaise with the Finance Team in order to sort out any issues relating to refunds or returned items
  • Prepare regular report of customer service statistics and share with Brands

 

Requirements

  • University graduate with 8 years' customer service experience (of which 3 years in supervisory level), preferably in eCommerce industry
  • Strong customer service mind and result-oriented towards customer service delivery
  • Proactive with good problem-solving capability
  • Excellent communication and interpersonal skills
  • Excellent verbal and written English, Mandarin and Cantonese
  • With beauty background would be an advantage

 

What's on offer:

Be part of a growing global organization with a portfolio of around 20 brands, competitive discretionary bonus, quarterly free goods across brands, medial benefits, birthday leave, flexible working hours, wellness program, learning sponsorship, and more.

Interested?

Please apply with your latest resume stating your notice period, current and expected remuneration package.

We regret that only shortlisted candidates will be contacted.

Shiseido Hong Kong is an Equal Opportunities Employer. All applications received will be treated in strict confidential and be used exclusively for employment purpose only.