Customer Care Leader

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Full-time
Hong Kong

Kiddo is seeking a Customer Care Leader to join our growing Marketing team. This role will be based in Hong Kong and will be responsible for managing inbound customer and prospect calls, emails and instant messages on Asia Pacific (regional) time zones and possibly US EST time zones.

The Customer Care Leader, reporting to the Chief Marketing Officer, will be responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every customer. In addition, the Customer Care Leader will:

  • Generate sales leads
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/customer service team sales targets and call handling quotas
  • Handle customer complaints, provide appropriate solutions and alternatives within a specified time frame and follow up to ensure resolution
  • Trouble shoot technical support queries (hardware and firmware related)
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies

 

Skills & Experience

  • Must demonstrate working experience with Zendesk with excellent results
  • Minimum of five years of working experience as a customer service manager or retail manager
  • Experience in providing customer service support for technology (hardware) companies
  • Expertise in all inbound customer support channels – in-product (instant messaging), online, call support, etc.
  • Strong technical product skills particularly with wearable and mobile applications
  • Proficiency in English
  • Working knowledge of customer service software, databases and tools
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills

Open Roles

If you’re excited about making an impact on children’s health and wellness and love how technology can make a positive impact to those who most need it, than we’d love to hear from you!

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