This offer job is expired.

Customer Service Team Manager, Call Centre

Ready Flowers - Expires on Aug 13, 2013
  • Country
  • Location
  • Job Type
  • Experience
  • Eligibility
  • Hong Kong
  • Not specified
  • Permanent - Full Time
  • 8+ years
  • Expat and local
Sales / Business Development
Job Category
Retail / Wholesale

Job Description

  • 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 teamís 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 teamís resource such as outsourcing and managing outside call centre for yearly big occasions such as Valentineís Day, Motherís 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

Job Requirements

  • 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

About the recruiter

Ready Flowers

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. ...

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