Head of Customer Service
Hong Kong

Accountabilities and Job Duties

  • Oversee the operation of the customer service function and provide guidance and directions in the management, planning, organizing of the development of the customer care team
  • Identify and monitor key performances standards across operational departments and formulate improvement plan to ensure customers’ satisfaction
  • Develop, implement and monitor the performance of customer servicing activities to ensure conformance with team and company objectives
  • Develop and maintain resource forecasts to ensure adequate resources are provided for services to perform to the expectations of the customers and in alignment with the business objectives
  • Establish and maintain complaint handling system to track and maintain all information relating to complaint and make appropriate follow up in according to complaint handling policy.
  • Enforce customer service culture in customer care team and develop ongoing / ad-hoc motivation scheme to encourage performance
  • Develop strategy for outsourcing of call center services and managing outsource providers’ performance to ensure quality of services delivered.
  • Review the customer satisfaction survey scorecard and analyze trends and plans to enhance service and productivity
  • To be considered for the role, you should ideally have :

  • Bachelor's degree required
  • 8-10 years solid experience in a call centre environment including 4 years of experience in leading a customer service team
  • Solid experience in leading service improvement projects
  • Prefer Certified Call Center Manager
  • Pass IIQA exam (Paper 1 and II) or relevant qualifications
  • Medical knowledge (diagnosis, procedure)
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