Pan Pacific Retail Management (Hong Kong) Co., Limited

Customer Hospitality Officer 顧客服務主任

Pan Pacific Retail Management (Hong Kong) Co., Limited
Salary provided
Posted on 24 Sep 2020

Customer Hospitality Officer 顧客服務主任

Pan Pacific Retail Management (Hong Kong) Co., Limited

Job Highlights

  • 5-Days working on shift schedule, 14 days AL
  • Assist Store Manager to provide support to staff
  • Experience in People Training

Job Description

Job Responsibilities:

  •  Oversee all customer services issue in different stores and provide immediate solving & improvement solution to Store Management team.
  • Supervise Customer Hospitality team and provide necessary training for team members.
  • Provide customer services training to all staff in stores (including cashier and sales staff) to improve customer services standard.
  • Ensure all customer feedback & complaints are handled and followed up on a timely manner and escalate complicated cases to management.
  • Prepare Customer Services reports and provide advice for management review regularly
  • Ensure Customer services level is coping with company standard & requirement
  • Enhance customer satisfactory during entire shopping
  • Build and maintain good relationship with internal and external stakeholders
  • Handle ad-hoc duties as assigned by the Manager / Store Manager

 Job Requirements:

  • 5 years of relevant supervisory experiences preferably in a Retail industry (Supermarket, Department store), Hotel, F&B, or any other Customer related job role.
  • Hand on experience in people training and development
  • Able to work under pressure.
  • Good interpersonal communication skill and good working attitude
  • Love to support and communicate with others
  • Good command of written & spoken Cantonese, English and Putonghua
  • Knowledge of Japanese products (Food, Perishables, Non-food)is an advantage
  • Shift Duty is required


  • 處理店舖內的顧客服務問題並向店舖管理團隊提供即時解決建議及方案。
  • 監督管理顧客服務團隊並為團隊提供所需的培訓。
  • 為店舖員工(包括收銀員及店務員等)提供顧客服務技巧培訓,以提升顧客服務水平
  • 及時跟進所有投訴個案及報店舖管理層
  • 定期向公司管理層匯報及提交顧客服務報告建議
  • 確保顧客服務水平符合公司標準及要
  • 為顧客帶來滿意的購物體驗
  • 與店舖管理層建立及保持良好的合作關係
  • 處理由經理/店長安排之其他工作 


  • 五年或以上相關零售業顧客服務管理經驗 ,如具百貨公司,大型超市,酒店或飲食業的相關顧客服務工作經驗更佳
  • 需具備員工培訓和發展之經驗
  • 在壓力環境下完成工作
  • 如對日式貨品 (新鮮食品,食品,非食品)有基本應知將優先考慮
  • 積極主動,喜愛與人溝通,良好顧客服務及溝通技巧 
  • 良好語,英語及普通話溝通技巧
  • 需輪班工作

We offer attractive benefits package 員工福利:

  • 5-Days working on shift schedule, 9 hours per day  五天工作, 每天工作9小時, 需輪班輪休
  • Guaranteed 13-Months’Pay 年終雙糧
  • Comprehensive Medical Benefits Coverage 醫療保險
  • 14-21 Days Annual Leave with Public Holidays 14-21天有薪年假及公眾假期
  • Quarterly Attendance  Allowance 季度勤工獎
  • Transportation Allowance 交通津貼
  • Education Allowance 員工進修資助
  • Typhoon Allowance 颱風當值津貼
  • Full-Paid Sick Leave, Marriage Leave, Birthday Leave 有薪病假,婚假,生日假
  • On Job Training and opportunities for growth 專業在職培訓及良好晉升機會
  • Staff Purchase Discounts 員工購物優惠

Additional Information

Career Level
Not Specified
Years of Experience
5 years
Job Type
Full Time, Permanent

Company Overview

Don Quijote, a Japanese discount retail chain famously known as “Donki”, is expanding to Southeast Asia as Don Don Donki.

Don Quijote Group's holding company for overseas operations, Pan Pacific International Holdings Pte. Ltd. (PPIH) based in Singapore, will develop the Don Don Donki stores for Southeast Asia.

The Don Quijote Group was established in 1980 and opened its first Don Quijote general discount store in 1989. It has since steadily expanded its business and its network of stores by developing a unique type of business based on its store concept of providing “convenience,” “discount” and “amusement,” and by pursuing mergers and acquisitions.

Listed on the Tokyo Stock Exchange in 1998 and restructured under a pure holding company in 2013, it has grown into a general retailing group with 350 stores, the cumulative number of customers reaching 300 million a year and annual consolidated sales topping 800 billion yen in Japan. Its revenue and operating profit have increased for 27 consecutive years.

Outside Japan, the Group has been operating three Don Quijote USA stores in Hawaii since 2006. In July 2013, PPIH was established in Singapore as the headquarters of the Don Quijote Group’s overseas operations. In September of the same year, Marukai Corporation, which operates nine stores in California and two stores in Hawaii, came under the umbrella of the Group.

At home and abroad, the Don Quijote Group has not only provided customers with what they needed when they needed it but also built a business model to help them enjoy shopping. It has also designed a variety of store formats best suiting the locations and trade areas where the stores are located -- regardless of their size and structure.

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Additional Company Information

Benefits & Others
Dental insurance, Double pay, Education allowance, Five-day work week, Medical insurance, Transportation allowance, Travel allowance