about the company
The company is a leading telecommunications service provider in Hong Kong.
Job Description:
Operations Leadership:
1. Provide team leadership, including recruiting, hiring, training, coaching, and prioritization for all customer service functions.
2. Manage and optimize the performance of the contact center team, ensuring efficient and effective operations.
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3. Oversee call handling, chat interactions, WhatsApp support, and inbound sales processes.
4. Collaborate with cross-functional teams to define and deliver solutions that enhance customer satisfaction and meet business goals.
Performance Excellence:
1. Monitor and improve KPIs related to customer service, such as response times, resolution rates, and customer satisfaction scores.
2. Implement quality monitoring requirements to ensure intent alignment and customer satisfaction goals.
3. Continuously evaluate and redesign processes to enhance customer service quality.
Business Owners / Clients Relationships:
1. Proactively engage with business owners / key client contacts to align with their expectations.
2. Translate customer requirements into operational strategies and continuous improvement opportunities.
3. Advocate for quality improvement and interact with stakeholders at multiple levels.
Job requirements:
1. Bachelor’s degree in a relevant field such as Business Administration, Marketing, or Customer Service.
2. Strong background in customer service operations, preferably in a contact center environment for at least 10 years. Telecommunication experience is a plus.
3.Familiarity with managing multichannel interactions (calls, chats, WhatsApp) .Strong Knowledge and understanding of contact centre operations and technologies, including workforce management, call routing and performance metrics.
4. Experience in leading and developing a diverse team of customer service professionals in China Work under high pressure and have excellent leadership skills with the ability to motivate and inspire a high-performing teams.
5. Excellent communication skills to effectively interact with stakeholders at all levels.
6. Ability to collaborate and build effective relationships with stakeholders at all levels.
7. Strong problem-solving and decision-making abilities on finding effective solutions for complex customer issues and operational challenges.
8. Fluency in both Cantonese and English is required. Proficiency in Mandarin is a plus.
9. Willingness to travel as needed and oversee operations at different locations.
