- International Brand
- Dynamic Working Environment
About Our Client
A well-established and rapidly expanding FMCG retail group is seeking a Customer Service Team Leader to support its continued business growth. They are well-established food retail / FMCG chain specializing in dried seafood, health supplements, and global food products. This role is ideal for a proactive and customer-focused professional with leadership experience who thrives in a dynamic retail environment.
Job Description
- Lead, coach, and develop the customer service team, ensuring high service standards and continuous improvement in workflows and SOPs
- Handle customer enquiries, complaints, and feedback via multiple channels, including phone, email, WhatsApp, and social media platforms
- Respond promptly to comments and direct messages on platforms such as Facebook and Instagram, providing accurate product information and support
- Liaise with internal departments to ensure effective follow-up and resolution of customer issues
- Analyze social media engagement and customer interaction data, and prepare regular reports to enhance service strategies
- Perform general administrative duties and provide support for front desk reception when required
The Successful Applicant
- Associate Degree, Higher Diploma or above in Marketing, Communications, Business Administration, or related disciplines
- 2-5 years of experience in customer service or social media management; experience in FMCG or retail industry is an advantage
- Prior team management or supervisory experience is preferred
- Strong familiarity with major social media platforms and digital communication tools
- Fluent in Cantonese and Mandarin, with basic English proficiency
- Excellent interpersonal, communication, and problem-solving skills
- Proficient in MS Office applications, including Chinese word processing
- A team player with strong sense of responsibility, discipline, and punctuality
- Willing to work on shift schedules, including weekends and public holidays
What's on Offer
- Competitive salary package with attractive benefits
- Clear and promising career progression path
- A vibrant and fast-paced working environment
