CooperVision Customer Service Manager in Hong Kong

CooperVision®, Inc., a unit of The Cooper Companies, Inc. (NYSE: COO), is one of the world's leading manufacturers of soft contact lenses. The Company produces a full array of monthly, two-week and daily disposable contact lenses, all featuring advanced materials and optics. CooperVision has a strong heritage of solving the toughest vision challenges; such as astigmatism, presbyopia and ocular dryness; and offers the most complete collection of spherical, toric and multifocal products available.

Through a combination of innovative products and focused practitioner support, the company brings a refreshing perspective to the marketplace, thereby creating real advantages customers and wearers.

Job Summary:

To manage a team of CS to provide professional customer services in call handling ordering, enquiries & complaints. To monitor and implement effective operations procedures.

Essential Functions & Accountabilities:

  • Act as a key member in CVHK management team to contribute the development of HK business.

  • To lead the CS team with 4 members to achieve company’s short term and long term goals.

  • Coach and grow CSR up to required standard, defined by CS manager

  • Work closely with internal teams to provide operation support

  • To drive the team meets department targets.

  • Manage the P&L of CS department

  • Interpret customer requests for products that differ from our standard product range and recommend our alternate product.

  • Report generation for evaluate the customer order patterns and team’s performance

  • Drive efficiency always

  • 5% of travel

Knowledge, Skills and Abilities:

  • Excellent customer-service mind set with effective interpersonal and communication skill

  • Able to prioritize job tasks, work under pressure and prompt action

  • Strong leadership, independent and self-motivated

  • Proficient in English, Mandarin & Cantonese

  • Intermediate skill in the use of Excel, Word and PowerPoint. Advanced preferred.

Work Environment:

  • Prolonged sitting in front of a computer

  • Use of Call Centre equipment


Experience in customer services, call handling, order processing, order fulfillment and inventory transaction.


Diploma holder with 5 years of above in order processing, supply chain or customer service management.

Job: *Customer Service

Organization: *Customer Service

Title: Customer Service Manager

Location: Hong Kong

Requisition ID: HON0119