Client Services Team - Client Services Operator / Executive

About The Positions

• Client Services Operator - Our phone operator will serve as an ambassador for SPCA, responsible for answering incoming calls, assisting with veterinary service bookings, and directing customers to the appropriate person or department. The ideal candidate is independent, capable of multitasking, customer service-oriented, and patient with both pets and people.
• Client Services Executive - You will be the first contact point of SPCA and this position will be responsible for all aspects relating to customer services, such as answering customer enquiries, making clinical & surgery appointments via different channels, registering clients, perform counter sales and cashier duties, by providing quality and professional service to our clients in all centres including the mobile clinic to ensure our services is up to the organization standard and maintain customers’ satisfaction.

Roles & Responsibilities

Client Services Operator (Regular Day-offs on Sundays & Public Holiday)

• Handle telephone calls and general inquiries and provide customers with the requested information including arrange clinical & surgery appointments via different channels.
• Manage customers’ expectation, handle customer inquiries and complaints in a polite and professional manner.
• Transfer calls and inquires to the appropriate personnel or departments.
• Assist and ensure customers’ satisfaction by providing accurate information in a timely manner.
• Maintain accurate records of calls and provide customer service and support.
• Assist in taking messages and forwarding them to the relevant parties.
• Follow our internal department procedure and standards.

• Carry out any other duties assigned by your supervisor or management.

Customer Services Executive

• Act as a first contact point/ ambassador of SPCA.
• Handle telephone calls and general inquiries and provide customers with the requested information including arrange clinical & surgery appointments via different channels.
• Manage customers’ expectation, handle customers’ inquiries and complaints in a polite and professional manner.
• Handle cashiering and general retail duties.
• Maintain the client information database.
• Assist and ensure customers’ satisfaction by providing accurate information in a timely manner.
• Follow our internal department procedure and standards.

• Carry out any other duties assigned by your supervisor or management.

Qualifications and Requirements

• DSE / Form 5 or above
• Good command of both spoken and written English and Cantonese (Mandarin / other languages would be an advantage).
• Good interpersonal and communication skills.
• Good problem-solving skills.
• Customer service oriented.
• Mature, friendly, outgoing and multi-tasking.
• Able to work independently and under pressure.
• Willing to work on roster basis and work at different locations.
• Genuine interest in the welfare of all animals will be an advantage.
• 1-2 years of work experience in hospitality and pet care industry preferred but not essential.

Benefits

• 5 day work week
• 14 AL
• Group medical plan
• Staff discount