Responsible for handling customers across 90 countries - mostly english speaking
Responsible for leading, coaching, developing and motivating a permanent team of 8 to 10 Customer Service Officers, plus an additional 30 or so in peak times.
Responsible for driving a consistently high standard of call handling and call quality in line with company required customer service levels and KPI's.
Responsible for managing and maintaining the CSO team’s resource, working hours /shifts and service level plan, ensuring that there are right number of quality Customer Service Officers available and targets are met.
Maintaining CSO team’s resource such as outsourcing and managing outside call centre for yearly big occasions such as Valentine’s Day, Mother’s Day would be required (if used).
Utilise and analyse management information to drive team performance
Build professional relationships with suppliers & customers to deliver and exceed targets.
Create a strong CSO team where every Customer Service Officer takes ownership of their own call workload
Minimum 8 years' call centre experience in coaching, managing, developing and motivating phone agents
Customer oriented & interested in dealing with people at all levels
Excellent command of both spoken and written English & Chinese
Good spoken Putonghua is an advantage
Excellent interpersonal, communication and problem solving skills
Pleasant, mature, independent and able to work under high pressure
The call centre generally operates 18 hours a day, 6 days per week. Shift work is involved. The successful individual may be required to work on weekdays, evenings and weekend (Monday to Saturday), and early mornings. The earliest starting time will be 3:00am
We are a private company that is the largest in Asia within our chosen vertical. Our global headquarters are in Hong Kong and we are looking for a number of key people to assist with growth. ...