Job Details

Manager, Customer Service (Letter Team)- Up to 48K

Job Description:

Operation Management

  • Handle customer enquiries, requests and complaints are handled effectively and efficiently.
  • Give appropriate advices or approval on customer requests in relation to policy matters with reference to applicable guidelines.
  • Review team’s workflow as well as operating systems regularly to ensure effectiveness in daily operations.
  • Conduct investigation for complaint/non-compliant cases and report findings timely.

Quality Assurance with Continuous Improvement

  • Ensure service standard, consistency, alignment and flexibility to accommodate customer’s needs.
  • Correspondence are prepared with quality and accuracy.
  • Make market intelligence and benchmarking to ensure our services are competitive in the market.
  • Collect customer feedback and take improvement actions where necessary.
  • Review and update service manuals/guidelines regularly and where needed.
  • Initiate and implement service enhancement items to uplift customer experience and operation efficiency.

Job Requirements:

  • University / College graduate with 6-10 years’ relevant experience, of 2 years to be in supervisory / managerial positions.
  • Passed in IIQE papers I, II, III & V
  • Interpersonal skills, training and counseling skills.
  • Able to work under pressure and willing to work over-time
  • Proficient in both spoken and written English and Chinese, particularly in business writings
  • Working experience in handling complaint investigation
  • Good command of computer skills including MS Word, Excel, PowerPoint & Chinese typing


  • 18 days annual leave + 1 Birthday Leave
  • Medical & Dental
  • Life insurance
  • Annual Bonus for 12.5%


Nicholas Yeung

Phone: 2281 1285

Whatsapp: 6310 7071


Job Ref: 228-3666637_NY
Open To: Hong Kong Residents Only
Location: Kowloon
Job Type: Permanent
Submitted: 11-10-2019 05:48 PM
Start Date:
Contact: Nicholas Yeung
Contact Phone: 22811285
Salary/Rate: HKD $30,000 - $40,000

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