The successful candidate will be responsible for providing excellent service to meet the customers’ needs, enhancing customer satisfaction & loyalty for maintaining the professional service standard.

Responsibilities:

Call Centre Management

• Manage to achieve the inbound call centre related KPIs such as call answer rate
• Offer consultative advice for the customer service centre
• Manage a team to provide customer service for the Company eStore platform
• Monitor external parties to maintain system reliability including IVRS, ACD, Recording system etc 

Customer Care & Satisfaction

• Identify major complaint natures and work with internal departments for remedial action & long term improvement, including but not limited to enhancing eStore delivery accuracy and retail store customer service level
• Monitor and coach subordinates for complaints handling with solution / alternatives provided
• Reinforce the authorization guidelines and company policies for customer satisfaction and company interest
• Deal with external parties (Consumer Council/HK Tourism Board/etc) to settle customer issues
• Uplift the overall call quality at call centre to professional standard
  
  

After Sales Follow Up & Support Service

• Give support and consultative advice to frontline managers (including Macau) for customer matters
• Coordinate with eCommerce Distribution team to enhance the delivery service
• Set up guidelines and handling processes to reduce dispute and complaints

Requirements:

• Degree Holder with at least 8 years of relevant experience which at least 3 years at managerial level in customer services industry, retail industry or call centre operations
• Sound knowledge of Inbound and Outbound call services, with eStore experience is an advantage
• Solid experience on customer service & satisfaction, loyalty & retention and customer data management
• Pleasant, positive mindset and tactful communication & problem-solving skills
• High level of self-motivated and target-oriented mind
• Good supervisory skills and able to monitor and lead team members to achieve or even exceed both team and individual KPIs