Customer Service Manager

About us

鲸航贸易有限公司 is a forward-thinking trading company committed to delivering exceptional service and building lasting relationships with our clients. We operate in a dynamic industry where attention to detail, customer focus, and operational excellence are paramount. Our team is dedicated to supporting business growth through effective client management and administrative leadership.

About the role

We are seeking an experienced Customer Service Manager to join our team in Kowloon on a full-time basis. In this role, you will lead our customer service operations and play a crucial part in ensuring our clients receive outstanding support and service. You will manage client relationships, oversee administrative processes, and lead a team to deliver exceptional service standards that directly contribute to business growth and client retention.

What you'll be doing

• Managing and supervising customer service staff to ensure high-quality service delivery and client satisfaction
• Handling complex client enquiries and resolving service issues in a timely and professional manner
• Developing and implementing customer service policies and procedures to improve operational efficiency
• Monitoring customer service performance metrics and preparing regular reports for management
• Maintaining accurate client records and ensuring proper documentation of all interactions
• Liaising between clients and internal departments to facilitate smooth business operations
• Training and mentoring customer service team members to develop their skills and enhance performance
• Identifying opportunities to improve customer experience and implementing process improvements
• Managing client accounts and ensuring retention through proactive relationship management
• Handling administrative tasks related to sales and client support functions

What we're looking for

• Proven experience in customer service management or a similar supervisory role within client and sales administration