Senior Customer Service Supervisor, Festival Walk, Hong Kong

The Role

This position will be responsible for to monitor and coach CS team members.

Job Responsibilities

• Lead and supervise the Customer Services Team to provide excellent services to shoppers and tenants with exceptional customer experiences
• Manage written and verbal customer enquiries across platforms in a timely and quality manner
• Assist Marketing Team to maintain smooth operation of the mall loyalty programme and mall events
• Report regularly on team performance and operational progress, with constructive recommendations of actionable improvement 
• Provide coaching and mentorship to enhance team capabilities and service standards
• Manage rosters and relevant administrative tasks of the Customer Services Team

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Job Requirements

• Diploma or Certificate in related disciplines
• 5+ years of experience in a customer service supervisory role, preferably in the Retail/ shopping malls, to bring valuable insights and best practices to the team
• Strong interpersonal and communication skills, with the ability to build rapport with customers and stakeholders at all levels
• Excellent problem-solving and decision-making skills to handle complex customer issues and drive positive outcomes
• Proficient in Microsoft Office to effectively manage reports and team communications