Customer Operations Manager

1. Supervisory Responsibilities管理职责

* Perform service quality audit for improving service provisions as well as implementing service related projects with internal and external parties

审核及提升客户服务的质素，与外界及司内各部门合作推行客户服务相关方案

* Coordinate and collaborate with internal and external team to ensure delivery of best-in-class customer experience. Lead and manage functions of customer service hotline and logistic operation, etc

与内外各部门协作，提供***流的客户体验，领导及管理客户服务热线及物流运作 , 等等

* Identify training needs, design training modules, and conduct regular training in respect of operations and service standard

找出培训需要，设计培训章节，提供与运作及服务水平相关的定期培训

* Design and manage different workflow to ensure smooth business operation. Manage different touch points to ensure a consistent brand exposure and service experience

设计及管理不同的工作流程 , 确保公司业务运作畅顺。 管理不同媒体接触点，确保品牌形像及服务水平一致

2. Customer Services Responsibilities客户服务职责

* Serve as a dedicated customer contact point

作为客户的专有联络人

* Define customer policy and procedure according to different market environment, continue enhancement based on customer and operation feedback

根据市场状况 ， 界定客户服务的政策及流程，并凭客户意见及运作经验中，不断提升服务质素

* Regularly review with customers and cooperate with the operation team to achieve the KPI agreed with the customers

定期与客户检讨及与运作团队合作，达到客户要求的 KPI 标准

* Achieve customer satisfaction and build relationships with customers; handle customer’s enquiries, claims and complaints

提高客户满意度 , 与客户建立良好关系 , 解答客户提问 , 要求及投诉

* Define, measure and ensure customer satisfaction across different stages

界定 , 量度及确保客户在各阶段的满意度

3. Strategical Responsibilities战略职责

* Develop strategy with insights to uplift Century's service excellence in the industry

制定策略 , 提高世纪冠航在整个行业提供卓越服务的声誉

* Maximize operation efficiency through process automation and digital services support

透过自动化及电子化 , 提升运作效益

* Provide different management reports to reflect operation preparation progress and performance

预备各种报告 , 反映运作的进度及效率

4. Others 其他

*Complete the tasks that supervisor or manager assigned.

完成上级交代的工作任务。

Qualification

* Degree holder with 5 years or above relevant experience in logistics industry, including relevant experience in leading and managing a customer service team in a sizable company

大学毕业 , 五年或以上物流相关经验 , 曾在具规模公司领导客户服务团队

* Good command of written and spoken English and Chinese with fluency in Mandarin and Cantonese are essential

良好中英语 , 包括普通话及广东话

* Excellent leadership, interpersonal and communication skills with all levels, mature, strong enthusiasm with solution-oriented mindset are required

具备卓越领袖才能 , 人际关系管理及与各层面沟通技巧 , 成熟 , 有热情并以解决问题为本

* Knowledge of the import and export customs declaration

熟悉出入口报关程序

* Expert in customer operations and workflow management. Understand functionality and KPI of different departments. Proven experience in setting up new workflow and process which lead to a smooth operation of new business. Able to prepare different customer policy with paying attention to details

管理客户运作以及流程管理 , 了解各部门的功能及 KPI 。 有成功建立新工作流程，达至新业务畅顺运作的经验。 能为不同客户制定客户政策，对细节一丝不苟

* Proficient in MS Office and English / Chinese word processing

熟习中文输入法及微软办公室程序

* Positive, confident, a good communicator and observer. Equipped with Global vision and respects to different culture

乐观正面 , 充满自信 , 具备优异的聆听能力 ， 观察能力和全球视野 ， 尊重不同文化

* Passion to make a difference, self-motivated, result-oriented with good customer services senses, analytical skills

热衷于创造差异 , 高度自觉 , 以目标为本 , 拥有良好客户服务意识及分析技巧