CUSTOMER SERVICE UNIT MANAGER

Watsons

Established in Hong Kong in 1841, A.S. Watson Group is the world’s largest international health and beauty retailer with 15,000 stores in 25 markets. Every year, over 5.2 billion customers and members shopped with our 12 retail brands in stores and online.

With over 140,000 employees worldwide, including 12,900 in Hong Kong, A.S. Watson Group is also a member of the world renowned multinational conglomerate CK Hutchison Holdings Limited, which has five core businesses - ports and related services, retail, infrastructure, energy and telecommunications in over 50 countries.

Watsons is Asia’s leading health and beauty retailer, currently operating over 7,200 stores and more than 1,500 pharmacies in 13 Asian and European markets. Watsons Turkey is one of the leading beauty and self-care chain stores in Turkey with more than 340 stores in almost 100 cities. We work with might and main in order to become the first choice of our customers in the scope of self-care with our more than 3.000 personnel.

• University degree, MBA is a plus, 5-6 years of call center experience, 
• Excellent command of written and spoken English, 
• Good command of MS Office applications, 
• Strong planning with strong communication and interpersonal skills,
• Team work orientation and skilled in working with cross-functions, 
• Analytical minded, result-oriented and proactive, 
• Customer-centric approach,
•  No military obligation for male candidates. 

JOB DESCRIPTION

• Coordination between the company and outsource call center team, 
• Monitoring customer service workflow and ensuring all customer requirements are handled in time, 
• Regularly tracking KPI s, preparation of periodic reports and assessing the team’s work efficiency, 
• Process improvement in cooperation with internal units from Voice of Customer perspective for better customer experience,
• Leading digital transformation of call center workflows,
• Direct reporting to CRM Manager. ,