Job Details
  • Reference242308_1641293859
  • LocationHong Kong
  • SalaryNegotiable
  • Job TypeFull Time
  • Posted8 months ago
  • ConsultantAdel Leung
  • Consultant emailEmail Adel

Job Description

  • Lead the customer service team with the development, implementation, and maintenance of programs to achieve operational KPIs such as Customer satifaction, Net Promoter Score, First Call Resolution, quality, productivity and case management
  • Work closely with brands to ensure implementation of promotions, create new & creative ways to gather customer feedback, and enhance customer service experience in the Corporate stores
  • Report potential issues to other departments and act proactively, while being aware of overall company operations and organization
  • Manage the teams that "WOW" the customers via inbound service requests and customer demands, regularly impress customers with an outstanding experience, service, product, and environment while achieving company goals
  • Ensure that superb communications with customers are established and maintained including customer documentation, regular follow up status reviews and correspondence.
  • Provide ongoing training and development to department members both in terms of knowledge base and problem solving skills
  • Monitor performance metrics for individuals and the department and strive to improve those metrics
  • Monitor the service satisfaction of customers by conducting internal / external customer surveys, benchmarking the activities of major market players and cross-referencing market best practices

Job Requirements

  • Degree holder in related discipline is preferred with minimum 6 years' of relevant management experience
  • Training certifications such as "Train The Trainer"
  • Experience in customer service, managing call centre and counter service operation
  • Display a passion for customer service excellence, demonstrated ability to deal with escalated customer issues
  • Strong writing and verbal communication skills and ability to identify possible issues and quickly develop solutions
  • Displays swift decision-making skills specifically relating to trending of customer feedback, in-the-moment judgment calls
  • Demonstrates prioritization skills and is highly organized with the ability to manage conflicting demands to meet deadlines in a fast-paced environment
  • Experience in staff scheduling, completing reviews, organizing customer feedback, and training and developing staff
  • Excellent spoken and written English and Chinese
  • Proficient in MS Office applications including Word, Excel, Powerpoint and Chinese Processing