CUSTOMER SERVICE MANAGER / ASST CUSTOMER SERVICE MANAGER (AFTER-SALES SERVIC) - Consumer Electronics & Home Appliances Distributor B2C (Admiralty)

公司簡介

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 specialized in the distribution of globally recognized consumer electronics, home appliances, IT, and telecom products.
Our business serves the Hong Kong B2C market 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 B2C customers, service partners, technicians, logistics providers, and internal teams to deliver a seamless end-to-end after-sales experience.
In addition to product distribution, we place strong emphasis on warranty support, installation coordination, repair and maintenance services, spare parts management, and responsive customer care for direct consumers.

Role Mission

To fully manage and take charge of all after-sales activities, including installation, repair, maintenance, warranty handling, service recovery, and customer support for B2C consumers.
This position plays a key role in strengthening customer satisfaction, improving service efficiency, and protecting brand reputation through professional and effective after-sales service delivery.

Role Summary

Reporting to the AGM, you will lead a small team of 3 customer service staff and work closely with a team of 6 in-house technicians.
This is a hands-on middle-management role with full responsibility for day-to-day after-sales operations.
You will manage installation arrangements, repair and maintenance coordination, customer escalations, warranty cases, spare parts follow-up, and service partner management, while also driving service improvement initiatives and ensuring a smooth, efficient, and customer-focused B2C after-sales experience.

Job Description

Fully manage and oversee all after-sales service activities, including installation, repair, maintenance, warranty support, spare parts coordination, and RMA processing.
Lead, coach, and motivate the customer service team to ensure smooth daily operations and high service standards.
Work closely with the in-house technician team to coordinate service delivery and ensure timely completion of customer cases.
Handle customer enquiries, complaints, escalations, and service recovery cases in a professional and timely manner.
Liaise with external repair centers, call centers, logistics providers, and other service partners to ensure service quality and turnaround time.
Monitor service performance, review customer feedback, and implement practical 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.
Prepare service reports and provide insights to management on customer service trends, issue patterns, and improvement opportunities.
Support ad hoc projects and service enhancement initiatives as assigned.

Ideal Candidate

Tertiary education
Minimum 5 years of customer service experience, including at least 2 years in a supervisory or team-leading role.
Experience in managing the full spectrum of after-sales operations, including installation, repair, maintenance, warranty handling, service coordination, and customer recovery.
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, installation and repair coordination, and RMA processes.
Strong interpersonal, negotiation, conflict-resolution, and crisis-management skills.
Hands-on, practical, and customer-focused, with the ability to work effectively in a fast-paced B2C service environment.
Analytical and detail-oriented, with the ability to turn service data into practical improvement actions.
Proficient in spoken and written Cantonese, English, and Mandarin.

Terms & Benefits

Monday to Friday: 9:30am to 5:30pm.
Alternate Saturday: 9:30am to 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 [email protected]

JPC Recruiting Services was established in 1990 and is a Hong Kong–based recruitment firm providing general recruitment and executive search services.
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。

應徵方法

Thank you for your application. Please email us if you have any question.

職位詳情

工作經驗: 8年 – 15年或以上
學歷: 學士
行業: 貿易 / 進出口 / 批發
職能: 工程 > 其他, 銷售 / 業務發展 / 顧客服務 > 客戶服務 / 銷售支援, 銷售 / 業務發展 / 顧客服務 > 銷售管理
地區: 金鐘
僱用類型: 全職
福利: Alternate saturday, Competitive pay, Discretionary bonus, General holidays, Medical plan, Performance bonus, Year-end bonus
發佈日期: 2026年7月25日

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