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.
HR Admin Division
OCS HONGKONG COMPANY LIMITED
SHOP 1-2, G/F, FREDER CENTRE, 3 MOK CHOENG STREET, TOKWAWAN, KOWLOON
Hong Kong
Email: [email protected]
WhatsApp: 61897698
Fax: