Customer Service and Operations Executive

About IP&E GBA a company of Citadel Pacific Group

Awarded Happy Company since 2021 IP&E GBA Ltd. is a leading LPG supplier serving Hong Kong and Macau offering a diverse portfolio of renowned brands including Esso Mobil and Shell. IP&E GBA Ltd. is committed to offering high-quality products and value customer experience through our extensive distribution network intensive industry expertise and professional customer service representative continuously. We also have a strong commitment to sustainable development and put effort in maintaining a balance between making profit and fulfilling the companys social responsibilities towards the community and environment.

The Customer Relationship Executive involves providing excellent customer service through various communication channels (telephone email WhatsApp) managing marketing promotions for gas appliances and developing sales strategies and initiatives to drive both LPG and non-LPG sales growth. The position also includes gathering and analyzing customer feedback for business insights preparing regular reports (e.g. sales safety checks) and handling a wide range of administrative tasks such as data management and logistics coordination.

Acting as the CRM champion this role is responsible for system transitions implementations and enhancements while providing comprehensive training to store administrators. The ideal candidate combines operational expertise with a customer-centric mindset to deliver consistent high-quality service and support business growth.

RESPONSIBILITIES:

Customer Service Excellence:

• Provide high-quality support to customers via telephone WhatsApp and email ensuring timely resolution of inquiries and complaints.
• Maintain service standards in line with Operator KPIs and continuously enhance customer satisfaction.
• Optimize customer service workflows to improve operational efficiency and service delivery.

Administrative & Operational Support

• Manage a full spectrum of administrative tasks including data entry report generation record keeping and logistics coordination.
• Ensure accurate documentation and timely updates of operational files and customer records

System Training and Enhancement

• Provide structured training to all frontline staff.
• Offer immediate support (hyper care) to address urgent customer-related requests.
• Liaise with system vendors to communicate user needs and ensure continuous improvement.
• Draft user-friendly system (Easylink) guides in Chinese for frontline staff.

Sales & Marketing Coordination

• Drive LPG / Non-LPG sales through various marketing campaign.
• Plan and execute marketing promotions and CRM programs for LPG Cylinder Shop / CPIGS.
• Develop strategic sales and marketing plans to meet revenue targets.
• Collaborate with internal teams to ensure seamless execution of B2C campaigns.

Customer Insights & Reporting

• Collect and analyse customer feedback from various touchpoints (e.g. complaints marketing events payment reports) to provide actionable insights for business and brand development.
• Prepare and present monthly reports covering sales volume aging analysis and safety checks.

REQUIRED QUALIFICATIONS CAPABILITIES and SKILLS:

• High Diploma/ associate degree or above in any discipline preferably with communication / business / IT related field
• At least 3 years solid experience in customer service operations. FMCG/Gas/Utility industry experience will be an advantage
• Excellent communication and coordination skills; Proficient in English and Cantonese speaking and writing