Customer Service & Support Manager

Manage and Systemize customer service and support process to deliver the best customer experience

• Improve customer service experience, create engaged customers and facilitate organic growth

• Take ownership of customers issues and follow problems through to resolution

• Develop service procedures, policies and standards for customer on-boarding, and customer support

• Keep accurate records and document customer service actions and discussions

• Analyze statistics and compile accurate internal reports

• Propose and implement suitable tools to enhance customer service and support

Operations management for services

• Manage and systemize service operation process, include but not limited to resources planning, customer status checking and handling, distributor support. 

• Manage device readiness for customers and distributors 

• Design and build service operation manual 

Other duties assigned by supervisors

5+ years working experience as a customer service and support manager. An ideal candidate has solid experience managing customer service and support team, serving multi-country customers. 

Excellent verbal and written communication skills in Chinese and English. Knowledge of Korean and/or Japanese language would be a plus.

Exposure or experience in veterinary / medical science is a plus

Ability to think strategically and to lead by example

Excel in operational efficiency and organisational skills

Computer literacy in order to type up reports, results and details of customer interaction

Love for pets