We are looking for a Senior Officer-Customer Care to oversee customer relationship management at our Aftersales Service Centre. This role works closely with multiple departments to enhance customer satisfaction and loyalty through professional follow-ups, data analysis, and customer engagement activities, delivering a high-quality and consistent service experience.

Key Responsibilities
• Take full responsibility for customer relationship management at the after-sales service centre, including maintaining customer profiles and service records
• Conduct customer follow-ups via phone calls and SMS to collect feedback and satisfaction ratings
• Analyse customer feedback data and develop customer satisfaction improvement plans
• Assist in handling customer complaints and disputes, ensuring timely and effective resolution
• Plan and organise customer engagement activities (e.g. owners’ gatherings and after-sales service experience events)
• Collaborate closely with after-sales service managers, service advisors, and technicians
• Prepare regular customer satisfaction reports to support management decision-making
• Conduct market and competitor research and propose differentiated service initiatives
• Perform other duties as assigned by management
• Daily Customer follow-ups, front-desk support, customer record updates, complaint handling
• Weekly or monthly Satisfaction analysis, activity planning and execution, cross-department coordination, report preparation
• Quarterly Customer relationship evaluation, market research, and support for internal training

Requirements
• Experience in customer service, customer relationship management, or after-sales service is preferred
• Strong communication and coordination skills, with the ability to handle customer feedback and complaints professionally
• Customer-oriented, detail-minded, responsible, and execution-focused
• Able to multitask and work effectively with cross-functional teams
• Proficient in spoken and written Cantonese, English & Mandarin