客戶服務專員 (Customer Care Specialist)

About the role

The Customer Care Specialist is responsible for handling customer inquiries from multiple channels including phone, email, and social media platforms. The role involves understanding customer needs through in-depth communication, providing professional initial solutions and advice, and successfully arranging customer visits to the showroom or face-to-face consultation services.

Key responsibilities

• Handle and follow up on customer inquiries from phone, email, and various social media platforms in a proactive and timely manner
• Conduct in-depth communication with customers over the phone, patiently understand customer needs, provide accurate and professional initial solutions and suggestions, and resolve customer concerns
• Guide customers to build trust and successfully arrange customer visits to the showroom or face-to-face consultation services
• Clearly record customer communication details, needs, and appointment status in the system for team follow-up
• Maintain good communication with showroom service teams and ceremony consultants to ensure seamless and quality service for appointment customers

About you

• Diploma or above qualification
• 2-3 years or above experience in telephone customer service, pre-sales service, hotline support, or banking and insurance industry (Tele-sales / Customer Services) preferred
• Excellent verbal communication and listening skills: fluent Cantonese, basic English and Mandarin
• Excellent empathy and patience: able to remain calm when dealing with anxious customers, with good emotional management and problem-solving abilities
• Basic computer operation skills (Chinese and English typing, Word, Excel, and communication software such as WhatsApp/Email)
• Goal-oriented mindset (with the objective of successfully assisting customers and arranging appointments) while maintaining respectful and caring service attitude

About us

Paradise SE (Group) Limited is a licensed funeral service company in Hong Kong (Funeral License Number: 2412800065). We are committed to providing one-stop, transparent-pricing quality funeral service packages, accompanying families through life's most difficult moments with respect, professionalism, and care.