CS & Technical Manager (Custom-made Furniture and Residential Renovation)

Founded in 1986, Pricerite Group is dedicated to becoming the go-to destination and a total home solution specialist for a comprehensive range of home goods and furniture renowned for their quality, functionality, safety, and durability. We address the specific needs of urban homes with a distinguished focus on space management, all without sacrificing style and affordability. Our brands include Pricerite Home, TMF, Pricerite Food, and Pricerite Pet. As a pioneer in developing “New Retail” in Hong Kong, Pricerite upholds the “People-oriented” principle and leads through innovation in product mix, merchandising, store layout, and market strategy. As a celebrated Hong Kong brand, Pricerite has received numerous accolades, including the Hong Kong Top Brand 10 Year Achievement Award and the Premier Service Brand from the Hong Kong Brand Development Council, the Consumer Product Design Award from the Hong Kong Awards for Industries, and various awards for marketing excellence and e-commerce from organisations such as the Hong Kong Retail Management Association. Job Responsibilities Customer First & Fulfillment Management: Lead the end-to-end customer fulfillment journey from order confirmation, delivery and installation to after-sales service. Drive service excellence through SOPs, KPIs and continuous improvement initiatives. Customer Service Management: Oversee daily customer service operations, establish service standards and escalation processes, and ensure effective handling of customer enquiries, complaints and after-sales cases. Serious Customer Case Management: Manage complex and high-risk customer cases, coordinate cross-functional stakeholders, and implement solutions to enhance customer satisfaction and prevent recurring issues. Installation & Quality Management: Lead the Installation and On-site Inspection teams to ensure installation quality, operational efficiency and compliance with company standards. Supplier Performance Management: Monitor supplier performance across delivery, installation and after-sales support, and drive accountability and continuous improvement. Cross-functional Coordination: Partner closely with Sales, Design, Project Management, Technical Teams and Suppliers to ensure smooth project execution and customer fulfillment. Data Analysis & Process Improvement: Analyze fulfillment and service performance data, identify root causes and implement process improvements to enhance operational effectiveness. Team Leadership & Development: Coach and develop teams to build a customer-centric, high-performing and results-driven culture. Job Requirements Minimum 8 years of experience in custom furniture, home renovation, interior design, construction or related industries, with a solid understanding of the complete fulfillment process. Strong knowledge of furniture construction, materials, installation, site operations, renovation works and project coordination. Proven experience in custom furniture and home renovation projects, including managing suppliers, installation teams and/or site inspection teams. Hands-on experience in installation management, site inspection, project coordination, customer service and handling complex customer cases. Strong supplier management and performance management experience with a focus on quality, service excellence and continuous improvement. Proven team leadership and coaching experience, with the ability to build and develop high-performing teams. Customer-focused, proactive and solution-oriented mindset with the ability to perform well in a fast-paced environment. Excellent communication skills in Cantonese, with good written and spoken English and Chinese. Willingness to travel to the Shenzhen office as required. 職責 客戶體驗及履約管理： 負責由訂單確認、送貨、安裝、驗收至售後服務的整體客戶履約流程，建立服務標準及 KPI，持續提升服務效率及客戶滿意度。 客戶服務管理： 管理客戶服務團隊日常運作，建立服務標準及升級處理機制，確保客戶查詢、投訴及售後個案得到妥善處理。 重大客戶個案管理： 處理複雜及高風險客戶個案，協調內部團隊及供應商制定解決方案，並透過問題分析推動改善。 安裝及品質管理： 領導安裝及現場驗收團隊，確保安裝品質、工作效率及整體交付符合公司標準。 供應商管理： 監察供應商於送貨、安裝及售後服務方面的表現，推動履約能力及服務質素持續提升。 跨部門協作： 與銷售、設計、項目管理、技術團隊及供應商緊密合作，確保項目順利交付。 數據分析及流程改善： 分析客戶服務及履約數據，找出問題根源並推動流程優化。 團隊領導及發展： 帶領及培育團隊，建立以客戶為中心的高績效文化。 要求 具 5 年以上訂造傢俬、家居裝修、室內設計、工程或相關行業經驗，熟悉整體履約流程。 熟悉傢俬結構、材料、安裝、現場施工、裝修工程及項目協調工作。 曾參與訂造傢俬及家居裝修項目，並具供應商、安裝團隊或現場驗收團隊管理經驗。 具備安裝管理、現場驗收、項目協調、客戶服務及處理複雜客戶個案經驗。 具備供應商管理及績效管理經驗，能推動服務及品質提升。 具備團隊管理及 Coaching 經驗，能建立高績效團隊。 以客戶為先，積極主動，具備良好的問題解決能力及執行力。 良好廣東話、中英文書寫及溝通能力。 能配合工作需要前往深圳辦公室。 We offer an attractive package commensurate with your qualifications and experience. Please apply with full resume, present and expected salary, quoting the ref. no. to the Human Resources Department, Pricerite Home Limited, 28/F Manhattan Place, 23 Wang Tai Road, Kowloon Bay, Kowloon, HK; or press "APPLY NOW" All information provided by applicants will be treated in strict confidentiality and used for recruitment purpose only. We will retain your application for a maximum period of 6 months and may refer it to other vacancies within the Group.