Customer Service Support Specialist

Job Responsibilities
• Conduct market product complaint statistics and analysis, drive significant complaint improvements and follow up on closed-loop actions, and participate in auditing improvement measures.
• Regularly collect, analyze, and enhance customer satisfaction for B/C-end customers to elevate overall satisfaction levels.
• Maintain standards for customer satisfaction management and documentation for complaint handling control procedures.
• Develop and deliver regular reports on customer satisfaction and complaints on a weekly and monthly basis.
• Lead the development of VOC systems and complaint BI dashboards.
• Regularly provide work reports to ensure continual improvement in work quality.

Qualifications
• Three or more years of experience in overseas after-sales customer service, Customer Quality Engineer (CQE), or after-sales technical support, with a good understanding of complaint handling processes.
• Proficiency in data analysis, system development and application, project management, and quality management.
• Completion of overseas studies or possession of a diploma or higher degree, with a preference for candidates from science and engineering backgrounds.
• Strong English language skills in speaking, reading, and writing, and the ability to adapt to short-term business trips.
• Candidates who have settled in Hong Kong through mainland talent schemes are encouraged to apply.

Notes
• Candidates who have settled in Hong Kong through mainland talent schemes will be given preference.
• Candidates who can work in mainland China for 1-2 weeks per month will be prioritized.