Job Description:

• Manage a Customer Service team to deliver excellent service for our Customer Services Hotlines;
• Monitor the performance of Hotlines and to review & update the procedures for both inbound and outbound teams.
• Train up staffs to promote company’s service and products, achieve business objectives, and deliver excellent services to customers.
• Lead customer service team for complaint handling and internal case investigation
• Formulate solution of complaint case settlement and suggest service improvement action
• Experience in formulating CS policies, guidelines & SOPs with write-up of templates & scripts will be an advantage
• Assist Department Head to identify and implement improvement initiatives in CS

Job Requirement:

• Degree or Higher Diploma holder in Marketing, Business Administration or related disciplines
• Minimum 6 years of solid experiences in Customer Service including Call centre with at least 2 years in management level
• Strong interpersonal and communication skills with ability of both team collaboration and work independently
• Well-versed in all MS Office applications such as Word, Excel, PowerPoint, etc
• Candidate with less experience will be considered as Assistant Manager