- Assist CS division to define service strategy for Macau build up and maintain an effective organization

- Recruit qualified personal for both Company workshops, retail operation (if required) and technical support to wholesale customers

- Define the future CS needs so as to satisfy the customers while looking to streamline operations at all times

- Establish operation processes and procedures to ensure the quality of service operations, establish measurements, KPIs and management reporting

- Monitor all the operations (includes repair, customer care, spare parts, admin, store CS operation) via established measurements to win the customer satisfaction

- Responsible for updating monthly KPIs and CAT files for HQ

- Meet monthly with the Brand Managers to review the CS KPIs and establish improvement actions wherever necessary

- Define competitive service policies, pricing and offerings in line with the Company in HK And HQ to win competition in the market place

- Responsible for CS P&L of Macau

- Understand the volume growth trends from both domestic and oversea market, define capacity and skill requirement accordingly

- Work with Technical and Customer Care Trainers and HR to develop trainings plan for both trainings and customer service staff

- Understand customer needs and market competition

- Develop customer / retailer satisfaction programs to support sales growth

- Handling escalated customer complaints

- Improve and review service process so as to reduce customer waiting time

*For interested parties, please send FULL RESUME to sherry.l@levin.hk or contact at (853) 8294 6869.