Responsibilities:

• Monitor all the operations which includes: watch repair, customer care, spare parts, admin, store customer service operation via established measurements to maintain high standard of customer satisfaction
• Define Customer Service Division’s service strategy to build up and maintain an effective daily operations
• Establish operation processes and procedures to ensure the quality of service operations, KPIs and management reporting
• Define competitive service policies, pricing and offerings
• Understand the volume growth trends from both domestic and oversea market
• Develop customer / retailer satisfaction programs to support development of customer experience
• Handling escalated customer complaints

Requirements:

• Bachelor degree holder or above
• 8-10 years of service operation management experience or customer service management experience is preferred
• Extensive experience in business planning and process improvement is an added advantage
• Excellent communication skills and coordination skills, good team motivator and people management experience
• Good command in Microsoft Office. Knowledge in SAP is an added advantage
• Fluent in spoken & written English, Cantonese and Mandarin