This position is pivotal to our customer service model transition project, aimed at elevating the overall customer experience. The successful candidate will lead initiatives to enhance customer satisfaction, streamline service processes, and ensure consistent quality through robust QA practices. Beyond the transition phase, the role will carry long-term responsibilities for maintaining and evolving our customer experience improvement plan.

Responsibilities

Quality Assurance:

Develop and oversee quality assurance processes to maintain high service standards.
Conduct regular audits and feedback sessions to assess service quality.

Digital Channel Implementation:

Assist in the execution of digital customer engagement strategies.
Monitor and analyse the performance of digital channels to ensure effectiveness.

Training and Development:

Facilitate training sessions for the customer service team / showroom team on new tools and processes.
Promote continuous learning and improvement within the team.

Feedback and Reporting:

Proactively uses data, reporting and industry benchmarks to provide thoughtful analytics, actionable insights and recommendations
Review and identify customer journey and formulate strategy to uplift customer experience.

Transition Management:

Support and execute the transition plan of the customer service model
Collaborate with cross-functional teams to ensure a smooth implementation of new initiatives.

Required Qualifications, Capabilities, And Skills

Bachelor’s degree in a relevant field or equivalent experience
Minimum 3 years of proven experience in customer service, quality assurance or related roles.
Excellent communication and coordination skills
Proficient in English and Mandarin speaking and writing

About IP&E GBA

From 1 July 2021, IP&E GBA acquired EssoLPG and become the authorized Esso/ Mobil LPG Brand Licensee in Hong Kong and Macau.

As a licensee of Esso/Mobil Gas, we are committed to offering you high-quality products and value customer experience through our extensive distribution network, intensive industry expertise and professional customer service representative continuously. We also have a strong commitment to sustainable development. In the future, we will put effort into maintaining a balance between making profit and fulfilling the company’s responsibilities towards the community and environment.

Job Location:

IP&E GBA (North Point, Hong Kong)

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Sales | Customer Experience Specialist (IP&E GBA-2153)

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