Professional Customer Service Consultant

Key Responsibilities

• Identify hidden issues of current customer service workflows

• Uncover true needs and underlying needs.

• Drive customer experience Transformation: Collaborate with cross-functional teams to redesign the customer journey.

• Establish Metrics: Develop and refine customer service performance metrics to foster a culture of continuous improvement and service excellence.

• Leverage business strategy and data analytics to enhance operational efficiency and market competitiveness.

• Management Advisory: Provide the senior management team with actionable insights, regular service health reports, and forward-looking recommendations to align customer service strategies with the Group’s broader digital transformation goals.

Requirements (Qualifications & Experience)

• University degree or above, majoring in Business Administration, Marketing, Communications, Hospitality, or related disciplines.

• Possess 8-10+ years of solid experience in customer service management, customer experience design, or service consulting. Experience working in a regional capacity is highly preferred.

• AI & Tech-Savvy: Highly proficient and flexible in utilizing AI tools (e.g., ChatGPT, AI-driven data analytics, sentiment analysis tools, or automated customer service solutions) to optimize workflows, analyze large volumes of feedback, and generate business insights.

• Travel between Hong Kong and Guangzhou may be required.

• Analytical & Problem-Solving Skills: Exceptional ability to observe details, identify hidden problems from complex situations, and translate data into actionable, professional solutions.

• Industry Knowledge: Background in "Manufacturing/Printing," "Retail/O2O Chains," or "E-commerce" will be a significant advantage.

• Strong interpersonal and stakeholder management skills, capable of driving change and influencing staff across different levels and departments.

• Languages: Proficient in Chinese and English, with highly fluent spoken Cantonese and Mandarin communication skills.

Perks and Benefits:

• Great career prospect with attractive remuneration package
• 5-day work, compassionate leave, marriage leave, birthday leave, medical cover and etc.
• Salary: Negotiable