Customer Services Supervisor

Why Spacebox?

Are you looking for an exciting opportunity to make a real impact in the on-demand storage industry in Hong Kong? Look no further than Spacebox! As the pioneers in this field, we have transformed the industry and are committed to continuing to set new standards. Joining our company offers not only the chance to make a difference in a field that has been overlooked, but also access to ongoing career development opportunities to take your career to the next level.

At Spacebox, we believe in creating a supportive and collaborative work environment that empowers our team members to perform at their best. Our mission is to help Hong Kongers maximize the space they have, and we take pride in providing an outstanding service that is second to none.

Don't miss out on the opportunity to work for a company that is revolutionizing the on-demand storage industry in Hong Kong. Join us at Spacebox and be a part of something truly special! Learn more about our service: https://www.spacebox.com.hk/

We are seeking a dedicated and experienced Customer Services Supervisor to lead our customer service team and ensure the highest level of service excellence. The ideal candidate will possess strong leadership skills, a passion for customer satisfaction, and the ability to resolve complex issues efficiently. Candidates with less experience may be considered for the position of Senior Customer Service Executive.

 

What you’ll be doing?
 

Supervise and manage daily operations of the customer service team, ensuring all customer inquiries are handled promptly and effectively.

Train, mentor, and develop team members to enhance their skills and performance.

Monitor call handling, response times, and service quality metrics to ensure compliance with company standards.

Escalate and resolve customer issues that require advanced support or negotiation.

Collaborate with other departments to improve customer experience and streamline processes.

Prepare regular reports on team performance, customer feedback, and service trends.

Develop and implement customer service policies and procedures to enhance service delivery.

Conduct performance evaluations and provide constructive feedback to team members.

Promote a positive and productive work environment that encourages teamwork and professional growth.

Foster team collaboration and sharing of best practices

Review cases regularly for quality assurance and flag performance gaps to CS Manager.

Monitor renewal rates and respond promptly to customer inquiries regarding renewals to maximize retention.

Report to CS Manager.

What are we looking for?

High diploma or degree holder

At least 3 years solid experience of supervisory role in customer service or retention role

Ability to multitask and manage time effectively

Detail-oriented, strong problem-solving skills

Good command of spoken Cantonese & English, written Chinese & English

Proficiency in using MS Word, Excel, customer service software and tools

Immediately available is preferred

Be part of us, you will enjoy:

5-days work week on shift

14 days annual leave

Birthday leave

Discretionary bonus

Medical insurance

Dental insurance

Flexible lunch hour

Open and highly collaborative team, share and learn with your colleagues every day 

Very flat structure, bring your ideas and the management will always listen

Dynamic and fun work environment

Smart casual dress code

Work location : Approximately 5-8 minutes' walk from Kwai Hing MTR station.