Grace Fashion Trading Ltd, a leading company in the export trade industry specializing in the fashion sector, is seeking a highly motivated and experienced Customer Service Manager to join our team. The ideal candidate will be responsible for developing and implementing customer service policies, managing a team of customer service professionals, and ensuring exceptional service delivery to our clients, particularly in the Chinese market. Fluency in both English and Chinese is essential for this role.
Key Responsibilities
1. Develop and implement effective policies and procedures to address customer requirements and resolve complaints efficiently.
2. Manage and coordinate the work of customer service teams to ensure high-quality service delivery.
Provide training, guidance, and support to team members to enhance their skills and performance.
3. Analyze customer feedback and discuss responses with other managers to identify areas for improvement in products or services.
4. Ensure all customer inquiries and issues are resolved promptly and professionally.
Qualifications and Requirements
- Bachelor’s degree in business administration, customer service, or a related field.
- Proven experience in a customer service management role, preferably within the fashion or export trade industry.
- Fluency in both English and Chinese (Mandarin) is essential for effective communication with clients and team members.
- Strong leadership and team management skills.
- Excellent communication, interpersonal, and problem-solving abilities.
- Proficiency in using customer service software and CRM systems.
- Highly organized with the ability to multitask and manage time effectively.
- Knowledge of the Chinese market and experience working with Chinese clients is highly desirable.