Assistant Customer Service Manager
Hong Kong HK, HK

Assistant Customer Service Manager

Responsibilities :

  • Provide support on different projects of the client and coordinate with various Business Units to facilitate the overall process of respective Contact Centre related projects Handle customers’ inbound enquiries via telephone and reply emails correspondence
  • Give recommendations on service and operations procedures improvement as well as assist in smoothing the implementation of new policy or changes to the team
  • Consolidate and analyses raw data to prepare statistical reports and project support materials for management review
  • Analyze relevant data to determine customer service outputs
  • Identify and implement strategies to improve quality of service, productivity and profitability
  • Manage the manpower planning and staff development programs for the teams. Undertake administrative and other duties such as scheduling, daily operations and reporting
  • Provide regular training and refreshment to the team to maintain the service quality, as well as uplift the service level and call quality
  • Team target setting, call monitoring and call record reviewing, Quality Assurances and resources planning
  • As a lead role to manage the service to sales team
  • Handle and lead the written team, such as email, live chat etc;
  • Assist in other ad hoc projects as assigned
  • Willing to perform shift duties : Monday to Saturday 09 : 00 20 : 00; Sunday and Public Holiday off subject to actual business needs
  • 5-day work per week
  • Working Location : Mei Foo
  • Requirements :

  • Higher Diploma or above with a minimum of 6 years’ experience in Insurance customer service
  • Passed IIQE Paper I, II & III
  • 3 years' supervisory experience in project administration and management is highly preferred
  • 2 years' experience in customer complaint handling is a strong advantage
  • Customer oriented, strong interpersonal and communication skills, multi-tasking and able to meet tight deadlines
  • Able to work under pressure and independently
  • Mature, well organized, proactive and a good team player
  • Good numerical sense with analytical thinking. Positive thinker with excellent customer service attitude, and ability to listen, analyses and come up with solutions
  • Proficiency in MS Office Applications (MS Excel, Word and power-point), Chinese Word Processing
  • Good command of both written and spoken English, Cantonese and Mandarin
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