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Eastwood Consultants Limited

Founded in 2000, Eastwood has been specializing in the provision of Executive Search & General Recruitment within Greater China and Asia Regions. As a search specialist, we provide decision-makers with unparalleled resources to recruit high-performing individuals who capable of delivering immense value to an organization's growth and profitability. Over the years we have been the executive search partner of choice for Fortune 500 companies, multinational corporations, listed companies in Hong Kong and Mainland China as well as Hong Kong based enterprises. Our domain expertise covers:

  • High Fashion & Luxury
  • FMCG & Retail
  • Finance & E-Commerce
  • Manufacturing & Sourcing

  • Our goal is to be the best search firm in the Regions. We have a record of success in recruiting middle to senior management level positions located in Hong Kong, PRC and in Asia. Our edge builds on our expertise to the industries and strong business acumens. We are proud of our high standard of professionalism, continuous delivery of quality services and long term stay-close relationship with the clients.

    Customer Experience Manager, e-commerce platform (PT20040)
    Our Ref. No.: PT20040
    Job Post Date: 10/3/2020

    Job Description:

    Our client is a leading online platform with cross border services around the globe. They are seeking for a Customer Experience Manager to cope with their expansion in Asia .

    • Account services lead
    • Hands-on & coach team to handle customer issues
    • system enhancement


    • Lead customer service team to provide excellent support to existing merchants and respond to clients inquiries including but not limited to complaints, payment issues, feature/technical issues etc.
    • Follow up the entire customer journey to ensure high satisfaction rate and retention target.
    • Prepare training and workshop for merchants to enhance their experience with features and services provide such as O2O or POS features.
    • Manage a mid-size team of customer services and sales specialist to tackle services issues.
    • Provide immediate feedback to technical team on product features or trend from market insight.
    • Drive improvement plans from data collected from customer experience and satisfaction surveys.
    • Regularly coach team on soft skills and product knowledge. Work with other regions team head to drive training / team building initiatives.


    • Degree holder with 6 years experience in customer service of which 2-3 years from online platform.
    • Strong experience in customer data management, analysis, retention program, complaints handling.
    • Experience in B2B / merchant / key account highly preferred.
    • People management experience is a must.
    • Experience in system implementation.
    • Good team player and strong interpersonal skills.
    • Excellent communication skills in Cantonese, Putonghua and English.

    Reply Information:

    Eastwood Consultants Limited
    Suite 1201, 12/F Chinachem Leighton Plaza
    29 Leighton Road
    Causeway Bay
    Hong Kong


    Tel: 852 2203-4021

    Please quote our reference number in your application

    Personal information is collected and used for the purposes of recruitment only. We use your personal information to contact you for the position you apply and/or for the vacancy that matches with your profile.

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