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Customer Services Manager

Senior (6-10 years)


Technical Skills

  • Complaint Handling
  • Compliance
  • Customer Service
  • Marketing
  • Microsoft Excel
  • Microsoft Powerpoint
  • Microsoft Word
  • Property Management
  • Quality Assurance
  • Surveying
  • Training

Job Description

Customer Services Manager

Posted on 01 Aug, 2018

Job Duties

  • Lead the concierge team, oversee the concierge operations and valet parking, and ensure all standards and procedures are fully known and followed
  • Train the concierge team to deliver excellent customer service to shoppers, visitors and tenants
  • Develop and implement in-house quality procedures, standards and specifications, and customer service policies and procedures
  • Investigate non-compliance quality issues / incidents, handle customers / tourists / tenants’ enquiries and gift / voucher redemption, and develop proper telephone etiquette standards
  • Ensure proper coverage of staff at each concierge counter, orderliness and safety guidelines around the lobby and front door areas at all times
  • Conduct quality assurance checks on complaint handling standards including correspondence and resolution
  • Analyze service data including service demands, customer experience and outcomes from satisfaction surveys and develop action plans for driving strategic change
  • Work with Property Management team and Marketing team to facilitate operational efficiency and enhance customer experience
  • Assist in special functions as directed by management
  • Perform any other duties as assigned by supervisor


  • Degree holder with at least 8 year’s customer service experience focusing in shopping mall or Grade A office building
  • Professional manner with emphasis on hospitality and guest service to be projected at all times
  • Excellent interpersonal, communication and leadership skill
  • Demonstration of good supervisory skills
  • Able to work under pressure
  • Strong knowledge of each building’s facilities and services and of the surrounding community
  • Fluent in spoken and written English, Chinese and Mandarin
  • Good in PC skills (i.e. MS Word, Excel and Powerpoint)
  • Immediate available is preferable
Employment TypeFull-time
Career LevelSenior (6-10 years)
Education LevelBachelor
LanguageEnglish, Cantonese, Mandarin (Putonghua)
Hysan Development Company LimitedReal Estate and Property Services

49/F., Lee Garden One, 33 Hysan Avenue, Causeway Bay

directions_walk6 mins walk from Causeway Bay Station