DFI Retail Group

Is this your next challenge in Customer Care?

The challenge is to:

• To handle all kinds of customer enquiries and complaints through various channels, e.g. phone, email, letter and social media 
• Ensure all emails and letters are being attended and respond to customers in a timely and professional manner 
• Follow up customer complaints to ensure complaint cases are settled with proper and satisfactory closure - follow through with relevant departments, respond to customers to offer appropriate solutions and alternatives through phone, email or social media
• Follow up on customer complaint cases referred from the Consumer Council and Government Bodies
• Handle voice messages and make follow-up calls to customers 
• Record all case details received from various channels, including phone, email, social media, etc., in the CRM system and update as necessary
• Proficiently using multiple company systems to manage customer interactions, track issues, and access relevant information
• Assist in reviewing existing workflow and procedures for continuous improvement of service levels and efficiency

Do you have experience in Customer Service?

• Higher Diploma or above in any field
• Minimum 2-3 years of customer service experience 
• Be proactive, attentive, detail-minded, approachable, friendly personality with a positive attitude and a good team player
• Good telephone manner and active listening
• Excellent communication skills with good command of both written & spoken English, Cantonese and Putonghua
• Proficiency in MS Office applications, English & Chinese word-processing
• Experience in FMCG or retail industry is an absolute advantage