Assistant Manager, CS Division

Executive / Personal Assistant / Customer Service • Full Time • To Kwa Wan, Hong Kong, HK • HK$ 26,000 - HK$ 28,000 / month • 1d ago

ANA Group
CS Duties, Management
Year-end payment, Discretionary bonus, dental insurance

About the Role:

OCS HONGKONG COMPANY LIMITED is seeking a dynamic and experienced Assistant Manager to support, mentor, and supervise our Customer Service team.

In this pivotal role, you will be directly responsible for driving service excellence, developing team talent, and enhancing operational efficiency within our fast-paced logistics environment.

This is an excellent opportunity for a logistics-focused customer service leader to make a significant impact.

Key Responsibilities:

Lead, supervise, and mentor a team of customer service representatives to achieve and exceed key performance indicators (KPIs);
Serve as the primary point of escalation for complex customer inquiries and complaints, ensuring swift and professional resolution;
Develop and monitor service quality standards, ensuring strict adherence to company policies and procedures;
Design and deliver training programs to continuously improve team skills, product knowledge, and productivity;
Foster cross-departmental collaboration with Operations, Sales, and IT to streamline processes and resolve systemic issues;
Prepare, analyze, and present detailed reports on customer service metrics, trends, and insights to management;
Proactively identify opportunities for improving customer satisfaction and operational efficiency, leading the implementation of effective solutions;
Undertake additional ad-hoc responsibilities and special projects as directed by the Division Manager.

Qualifications & Experience:

Essential Requirement

A minimum of 5 years of customer service experience, exclusively within the logistics, freight forwarding, or supply chain management industry.

Applicants must demonstrate a clear understanding of industry-specific processes and challenges.

Basic Requirements

Diploma or Degree holder, or equivalent proven working experience.
At least 3 years of hands-on experience in a supervisory or team-lead capacity.

Technical & Language Proficiency

Advanced proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
Proficient Chinese typing skills are required.
Fluency in both written and spoken English and Chinese (Cantonese is mandatory).
Japanese language ability is a distinct advantage.
Knowledge of Python, Power BI, SQL, or advanced Excel functions (e.g., VBA, PivotTables) for data handling is a strong plus.

Management & Personal Competencies

Demonstrated strong leadership, interpersonal, and communication skills.
Excellent problem-solving and analytical abilities.
Highly organized, detail-oriented, and skilled in documentation and report preparation.
Ability to thrive in a fast-paced environment, managing multiple priorities effectively.

Assessment Process:

Shortlisted candidates will be invited to participate in an interview process, which includes a written assessment to evaluate documentation and problem-solving skills.

Working Schedule:

Standard Hours: Monday to Friday, 0900 – 1800.
Occasional Saturday morning duties may be required with prior notice. A half-day compensatory leave will be provided for any Saturday worked.

Remuneration & Benefits:

We offer a competitive compensation package commensurate with qualifications and experience, including:

Year-end Payment & Discretionary Performance Bonus.
Annual Leave (starting from 12 days).
Group Medical and Dental Insurance.
OT Pay Allowance (for approved weekend overtime).
Bank Holidays.
Comprehensive Learning and Development Opportunities.

Application:
If you are a dedicated professional with the required logistics-specific customer service and leadership background, please submit your full resume with current and expected salary.

Interested parties, please send your detailed resume with current and expected salary, contact number and email address by clicking Apply Now.
(We regret only shortlisted candidates will be notified, personal data collected will be used for recruitment purposes only.)

**All applications applied through our system will be delivered directly to the advertiser, and the privacy of the personal data of the applicant will be ensured with security.**

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