Total 3 product management job vacancies in Customer Service category in hong kong sheung wan

About Us

An award-winning Fintech organisation with a dedicated team of 500+ professionals across the globe. With more than 15 offices across the world, we are a people centric company which prides itself on being Product oriented for customer success. As we continue the journey of scaling up our business, we are passionate about expanding our multicultural and diverse workforce.

We can offer excellent opportunities to develop your career path and provide you with the tools and support to be successful in your journey with us.

Zeal group of companies (collectively Zeal Group) is a business portfolio comprising regulated financial institutions (trading as ZFX) and fintech companies specializing in multi-asset liquidity solutions in regulated markets backed by proprietary technology, with a presence in all major global locations.

What You'll Be Doing

The Customer Service Product Lead will be responsible for developing and implementing product strategies for online customer service, AI-driven customer support, and innovative customer service solutions. This role requires a deep understanding of customer needs and the ability to leverage technology to enhance service delivery.

Product Design and Planning

• Develop and oversee the strategy, roadmap, and iteration plans for customer service products, ensuring alignment with customer needs and market trends.
• Design comprehensive product solutions that incorporate online customer service, AI support, and innovative service features.
• Ensure product design includes a variety of functionalities to improve user engagement and satisfaction.

Market Analysis and User Insights

• Conduct market research to analyze customer needs and competitive landscapes, supporting informed product decisions.
• Utilize data analysis tools to monitor product performance and customer satisfaction, suggesting improvements based on insights.

User Experience and Operational Efficiency

• Responsible for the overall user experience of customer service products, ensuring they are intuitive, efficient, and effective.
• Optimize operational processes for customer service solutions, covering all aspects from user acquisition to service resolution.

Collaboration with Development Team for Product Delivery

• Work closely with the technical team to ensure the timely delivery of customer service products based on market demands.
• Coordinate with the development team throughout the product lifecycle to address technical challenges and adapt to changing requirements.

What you'll need

• Over 5 years of product management experience, focusing on customer service solutions and technologies.
• Proven track record in developing and implementing online and AI-driven customer service products.
• Must be familiar with online customer service platforms and AI customer support tools.
• Strong background in customer experience design, with the ability to create solutions that enhance user satisfaction.
• Excellent grasp of product design principles, including user experience, features, and system architecture.
• Strong project management skills to oversee the entire product development process from concept to launch.
• Proficient in Chinese and English, with excellent written and verbal communication skills.
• Innovative thinker capable of identifying market opportunities and proposing effective customer service solutions.
• Ability to work in a fast-paced, collaborative environment and adapt to changing market and business needs.

Job Responsibilities:

• Welcoming and greeting visitors in a professional and friendly manner
• Handling incoming calls and directing them to the appropriate person or department
• Assisting with meeting room bookings and coordinating meeting logistics
• Performing general administrative duties, including but not limit to travel and hotel management, attendance records etc
• Assisting with office management tasks, such as managing office supplies and coordinating office maintenance and equipment procurement
• Providing administrative support to various departments when needed
• Assist in organizing company activities
• Assisting with ad hoc projects and tasks as assigned

• Diploma or above in Business Administration or related disciplines
• At least 5 years of relevant working experience
• Excellent verbal and written communication skills
• Strong organizational and multitasking skills
• Ability to work independently and under pressure
• Proficiency in Microsoft Office Suite
• Ability to handle confidential information with discretion
• Good command of both spoken and written English, Cantonese, and Mandarin is a plus
• Immediate available is highly preferred 

• Private Health Insurance
• Pension Plan
• Performance Bonus
• Training & Development
• Paid Time Off

• Supervise junior hotline service staff in providing professional hotline service to the public and tenants 
• Manage a team of CS staff in China
• Plan and administer daily manpower arrangement and provide on-the-job training & coaching for service excellence 
• Prepare reports and present data analysis summary for service review to management levels
• Perform administrative and ad-hoc duties as assigned 
• Occasional travel to China is required

• Good negotiation, communication, interpersonal and organization skills with strong leadership and customer focus 
• Diploma holder or above, preferably in Business-related disciplines 
• Minimum 5 years of experience in customer service industry of which at least 1 year in supervisory or coaching role 
• Experience in tele-sales or with sales background is preferred
• Pro-active and creative personality
• Good command of written and spoken English and Chinese (including Putonghua) 
• Proficiency in MS applications (Power Point, Word, Excel and Chinese Word Processing) 
• Immediate availability is highly preferred

 We will offer you...

• A Career opportunity with the market leader in health product sector.
• Casual wear everyday to enjoy your work.
• Fun working culture with challenges to learn and grow together
• Career with the market leader in health product sector from Hong Kong
• Rapid growth opportunities for strong performers
• Attractive staff purchase discount to experience our quality products.