SEEK Asia Style Guide

Senior Officer, Customer ServiceK11 Concepts Limited
Senior Officer, Customer ServiceK11 Concepts Limited
Job Highlights
  • Customer service oriented with retail sales sense
  • Handle difficult customer complaints
  • 8 years or above relevant experience in service
Job Description


Customer service/Sales management

  • Customer service oriented with retail sales sense
  • Provide bespoke and excellent service to enhance customer experience and drive engagement
  • Handle difficult customer complaints where appropriate

 Team management

  • Engage and involve oneself to work together with the team, to work on post locations where necessary
  • Train and monitor the whole CS team to ensure team performance in compliance of company standard and drive business targets
  • Assist to compile and monitor manpower deployment plan to cater event and happenings
  • Review daily operational workflows and propose improvement plans where appropriate.
  • Constantly review and flag staff performance / deficiencies and propose training needs
  • Act as a bridge to communicate between the team and the management in executing management plans

  Operation management

  • Coordinate with relevant functional teams for project coordination and implementation  e.g. event/promotions/  Klub activities execution
  • Assist to collect voice of customers (VOC) and as well as the team to smooth operational efficiency and flag where appropriate.
  • Invite, prepare, arrange and conduct guided tours for public to achieve KPI
  • To engage, lead and monitor the team to conduct cross sell during the service delivery process
  • Act as the Deputy of the Deputy CS manager
  • Other duties assigned by Manager


  • To write up standard operating procedures and document as standard workflows.
  • Follow up with all necessary administrative tasks relating to CS tasks e.g. attendance, meeting minutes, communication log, etc.


  • Holder of diploma or above
  • 8 years or above relevant experience in service / sales / property / hotel / tourism industry is more preferable, and 3 years in management role. More experience will be considered as Assistant Manager
  • Good command of written and spoken English, Cantonese and Mandarin
  • Proactive, independent and able to work under pressure
  • Good PC knowledge in MS office

Working Location: Tsim Sha Tsui 

We offer attractive remuneration package to the right candidates. Interested parties, please email full resume with current and expected salary by clicking “Apply Now

(Personal data collected will be used for recruitment purpose only)


Additional Information
Years of Experience
8 years
Employment Type
Full Time, Permanent
Dental insurance, Education allowance, Five-day work week, Flexible working hours, Life insurance, Medical insurance, Performance bonus
Company Website
Company details

A Member of New World Group.

K11 is the world’s first Museum-Retail concept and a hybrid model of art and commerce founded by Adrian Cheng in 2008. The flagship K11 in Hong Kong and Shanghai were launched in December 2009 and June 2013 respectively, and have since curated dozens of cross-cultural events, from art and design to green-fashion and technology, to bring art, culture and artisanal lifestyle closer to the public.

The unique K11 ecosystem blends three core values – Art • People • Nature – to celebrate their interconnection. And by pioneering a unique zoning system for experiential journeys within its spaces, K11 completely revolutionises the retail landscape. Highlights include the K11 Design Store, K11 Select and K11 Art Store by Kuriosity, which is a true O2O platform of curated items by independent local and international designers. K11 is therefore not only a retail space, but a cultural destination that offers an inspiring journey of imagination.

Through forging cross-cultural dialogues, K11 will continue to promote art appreciation and bring art and culture closer to the masses in the future. By 2023, K11 will have expanded its reach to nine cities in Greater China, including Beijing, Shenzhen, Shenyang, Wuhan, Ningbo, Tianjin, Shanghai, Guangzhou and Hong Kong, further establishing itself as an industry leader.

We now invite energetic, motivated and enthusiastic candidate to join our K11 team.