Assistant Manager/ Manager - Customer Engagement

Key Responsibilities:

• Develop and implement customer service strategies, policies and procedures to drive efficiency and enhance service quality
• Identify and categorize customer inquiries and complaints, directing them to the appropriate business units for follow up
• Work closely with business units to coordinate inputs and prepare effective responses to customer inquiries and complaints, and feedback in a timely and professional manner via emails, letter and phone calls
• Analyze customer feedback, surveys, and complaint trends to identify opportunities for service improvement
• Prepare reports on customer inquiries and engagement activities and outcomes to senior executives.
• Assist in coordinating stakeholders tours and attending community engagement meetings to facilitate public understanding on the Park
• Actively seek out-of-the-box opportunities to promote the corporation. Stay updated on best practices in customer service
• Perform other duties as assigned

Requirements

• Bachelor's degree in Business Administration, Public Relations, or a related field.
• Minimum of 5 years of work experience in customer service management, preferably in the public sector with complaint handling experience
• Strong customer-service mindset with great sense of responsibility
• Excellent communication and interpersonal skills
• Excellent problem-solving abilities and attention to detail
• Good command of both written and spoken English and Chinese including Putonghua
• Ability to work independently with minimal supervision.
• Conversant in MS Office Applications.
• Experience in developing and implementing customer engagement strategies.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Ability to manage multiple tasks and prioritize effectively.
• Willing to work outside office hours as and when necessary
• Candidate with stronger experience will consider for Manager position