Responsibilities:

• Oversee daily activities at the Customer Service Team
• Manage and motivate a team of staff members from different units to raise our service standards and enhance customer experience
• Ensure smooth operation of service centers to meet higher expectations of customers
• Proactively explore customized and new ways to provide best customer services
• Collect customers’ feedback to enhance our customer service
• Prepare customer service reports and make recommendations to strengthen customer service culture
• Liaised with product and marketing team to produce pre- and post-campaign analysis and evaluation
• Discover cross-selling opportunities by conducting and analyzing customer segmentation
• Developing and maintaining of propensity models for cross-selling and retention
• Provide training to the CSR / CS Officers with professional customer service skills
• Reviews working procedures or workflow on a regular basis and recommends enhancement or automation on such if deemed necessary
• Compiles management information reports and analysis from the department

Requirements:

• Tertiary or above, prefer in PR or Business Administration
• 5 years' customer services experience in which minimum 2 years' experience at supervisory level,
• Candidate with more experience will be considered as Customer Service Manager
• Be tactful and assertive with professional sense in tackling customer complaints;
• Possess an analytical mind and good in critical thinking
• Strong writing and presentation techniques are essential
• Good people management, interpersonal and communication skill
• High proficiency in both English and Mandarin
• Excellent literacy in MS office application

We offer attractive remuneration package & other fringe benefits to the right candidate. Interested parties, please send your full resume with present & expected salary to HR Department, Unit 901, 9/F, Westin Centre, 26 Hung To Road, Kwun Tong, Kowloon or email by clicking "Apply Now".

All the information shall be treated as confidential and only be used for recruitment purpose.