Senior Officer - Customer Experience
Hang Lung Group Limited (SEHK stock code: 00010) has been engaged in real estate development since 1960. Through its subsidiary Hang Lung Properties Limited (SEHK stock code: 00101), the Group manages a portfolio of over 3.5 million square meters of retail, office, residential, and hotel properties across Hong Kong and the Chinese Mainland.
The Group’s diverse portfolio in Hong Kong includes office towers and malls in prime districts, as well as luxury residential developments in prestigious areas. In the Mainland, under the signature “66” brand, the Company’s mixed-use and retail developments are regarded as premium landmarks, strategically located in the hearts of key cities of Shanghai, Shenyang, Jinan, Wuxi, Tianjin, Dalian, Kunming, Wuhan, and Hangzhou.
Our people are the precious asset of the Hang Lung family and the key to our success. They drive forward our development through their commitment, professionalism and caring services. As we extend our business horizons, we continue to devote significant resources and energy to developing the expertise and skills of our outstanding team.
Integrity, Sustainability, Excellence, and Openness are at the heart of who we are. If you share these values, you could be the talent we are looking for. Join us and grow with us.
Job Responsibilities:
- Customer Service System Development and Empowerment
- Assist in developing and optimizing customer service standards, SOPs, and related processes.
- Drive the development and optimization of customer service systems and digital tools.
- Assist in planning and implementing customer service training, employee engagement, and service culture programs.
- Maintain close communication with customer service teams across projects to drive standard implementation and share best practices.
- Consumer Insights
- Track and analyze customer feedback, NPS, and satisfaction surveys to identify customer needs and service improvement opportunities.
- Conduct quantitative and qualitative research, integrate internal and survey data, and provide actionable customer insights.
- Collaborate with research agencies and project teams to coordinate the planning, execution, and analysis of research.
- Regularly consolidate and report customer insights, and follow up on related improvement measures.
- Quality Assurance
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- Assist in establishing and implementing customer service quality assurance mechanisms and assessment standards.
- Conduct frontline service assessments and SOP compliance checks to identify service gaps and improvement opportunities.
- Follow up on improvement actions across projects and promote closed-loop issue management.
- Analyze quality assessment results and continuously improve service levels in conjunction with training and employee development.
Job Requirements:
- Bachelor's degree or above.
- Major in Business Administration, Marketing, Hospitality Management, Property Management, Data Analytics, or related fields preferred.
- 3 years or more of relevant work experience in customer experience, customer service, property management, market research, or quality assurance.
- Experience in shopping malls, commercial real estate, hotels, or other service industries is preferred.
- Experience in customer research, NPS, service quality assessment, SOP, or training is preferred.
- Strong data analysis and logical thinking skills, with the ability to identify issues from customer feedback and data and propose improvement suggestions.
- Strong communication, coordination, and project management skills, with the ability to collaborate effectively with headquarters and project teams.
- Good service awareness and quality management mindset, with attention to detail and execution results.
- Proficient in Microsoft Office, especially Excel and PowerPoint; experience with other data analysis tools is preferred.
- Good written and spoken Chinese and English skills.
- Embracing our values of integrity, sustainability, excellence and openness.
We are an equal opportunity employer and are committed to fostering a diverse workforce and an inclusive workplace where employees are treated with respect. We welcome applications from all qualified candidates regardless of race, ethnicity, color, gender, age, religion, disability, marital status, or any other characteristic protected by PRC law.
If you have specific needs that require reasonable accommodation during the recruitment process, please let us know.
Personal Information Collection Statement (For recruitment purposes)
Information collected by Hang Lung Properties Limited and/or its associated companies will be treated in strict confidence and will be used exclusively for recruitment and other employment-related purposes. Information collected may be disclosed to such person or organization for the purpose of verifying the accuracy of the information provided by the applicant. The provision of true, complete and accurate information required in support of applications is necessary for selection purposes. Failure to do so may affect the processing and outcome of your application. Applicants who do not hear from us within 8 weeks from the date of application may consider their applications unsuccessful and their personal data will typically be destroyed within 12 months after rejection of the application.