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Responsibilities:
- Develop and implement comprehensive customer engagement programs to build strong, lasting relationships with our client base.
- Oversee the customer service team, providing coaching, training, and performance management to ensure high levels of customer satisfaction.
- Analyze customer data and feedback to identify opportunities for improvement and implement strategic initiatives to enhance the customer experience.
- Prepare and present reports on customer engagement metrics, insights, and recommendations to senior management.
- Identify and pursue new business opportunities to drive growth in customer base and revenue.
- Conduct market research to stay informed about industry trends and competitor activities, using insights to refine business development strategies.
- Build and maintain strategic partnerships with key stakeholders and clients to foster long-term relationships.
- Develop and implement training programs for the customer service team focused on upselling and cross-selling strategies.
- Monitor and report on the effectiveness of customer engagement initiatives, adjusting strategies as necessary to meet business goals.
Qualifications:
- 8+ years of experience in customer service, account management, or a related field, with a strong focus on business development.
- Degree holder or above.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
- Strong problem-solving and decision-making abilities, with a customer-centric mindset.
- Proven track record in driving business growth and managing customer relationships.
- Experience in a fast-paced, constantly evolving environment is preferred.
- Proficient in MS Office such as Word, Excel, and PowerPoint.
Employer questions
Your application will include the following questions:
- Which of the following statements best describes your right to work in Hong Kong?