We are looking for a Customer Services Manager to join us in the Professional Services team.  We are the authorized service agent of one of the famous Korean mobile and entertainment device manufacturers for the operation of service centers in Hong Kong. Who wants to be part of the elite team?

Job Description:

 We are seeking a talented Customer Services Manager to be responsible for supervising the daily operations of the Customer Services Center. Develops, coaches, mentors, trains, reviews and documents Supervisor performance to ensure team performance efficiency. Interacts in a professional manner and promotes team work within Customer Services Center and between departments. Manages daily department workflow assignments and processes to enhance departmental effectiveness.

Responsibilities:

• Develops, coaches, mentors, trains, reviews and documents Supervisor performance to ensure team performance efficiency.

• Mentors Supervisors and conducts individual weekly and monthly performance meetings.

• Monitors Supervisors performance binders to observe customer services representative accuracy, professionalism and areas of opportunity are being met. Provides timely feedback to staff and recommends performance management when needed. .

• Monitors productivity and availability of department.

• Manages daily department workflow assignments and processes to enhance departmental effectiveness.

• Ensures team leaders are transitioning new associates to the floor through 1:1’s, engagement, development, etc.

• Reacts timely to department changes through coaching on adherence, asking for extra hours

• Serves as escalation point and assists resolution of customer issues escalated by team members or other department issues.

• Interacts in a professional manner and promotes team work within Customer Services Center and between departments.

• Proactively addresses issues and challenges before it can escalate further.

• Provides customer services support as required with high inbound customer volumes and during Peak times.

• Full understanding of systems and contractual obligations in order to assist and answer client and staff questions, and even if in complaint handing.

• Work strategically to streamline operational processes by identifying inefficiencies and making suggestions on how work flow or processes can be improved.

• Handle and/or oversee any special projects as assigned by management.

• Regular attendance and punctuality as a full time employee in order to daily exercise all of the essential functions.

• Develops, coaches, trains, reviews and documents employee performance and attendance to maintain productivity levels and increase department effectiveness.

• Mentors Customer Services Center team and conducts individual weekly and monthly performance meetings to discuss performance results and identify where additional coaching may be needed. Maintain a high level of visibility with staff to help resolve issues.

• Monitors staff cases to observe employee accuracy, professionalism and quality of care in serving our clients. Provides immediate feedback to staff and recommends corrective action to address concerns.

• Manages daily department workflow processes to enhance departmental effectiveness

Job Requirements:

• Bachelors degree or equivalent experience required minimum of 5 years of experience managing frontline leaders in contact center enviroment.

• 5 years' experience in contact center leadership.

• Knowledge of services center management best practices.

• Ability to work collaboratively on projects and establish and maintain positive working relationships with colleagues and internal clients.

• Knowledge of and experience with contact services center metrics.

• Identify specific activities required to accomplish objectives, tank them in order of importance, and coordinate and take action to achieve desired results. Prioritize multiple activities and projects.

• Must have excellent oral and written communication skills; strong analytical, decision making and listening skills.

• Must have active listening skills and ability to coach for optimal performance in the services center.

• Demonstrated decision-making and problem solving skills.

• Must be able to provide and report out on services center metrics and determine the best solution to improve performance.

• Experience and proven ability to coach and mentor direct reports.

• Ability to utilize performance metrics and productivity reports.

• Investigate and resolve complex operational issues.

• High proficiency in both written and verbal English, Cantonese & Mandarin

• Able to work on shift day a week (1100 - 2000)

• Short notice or immediately available is highly preferred

We offer attractive remuneration package to the right candidate anda great opportunity to take part in the development of the firm and great colleagues with team-oriented, international, and inspiring working environment. If you are highly motivated, team oriented, and would enjoy the diversity of challenges and opportunities, please submit your full resume stating present, cover letter, and salary requirements, availability to Human Resources Department via email