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.
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.
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