Responsibilities:

• Supervise a team of Customer Service Representatives and ensure SLAs and KPI are met
• Support, coach and develop talent within the team in relation to systems, processes and behaviours
• Resolve complex enquiries and escalated complaints to ensure services satisfaction
• Coordinate and distribute work, monitor workloads and backlogs and make necessary adjustments
• Develop and update SOPs and work instructions as on-going basis
• Prepare regular/ ad hoc reports
• Conduct and attend regular team meetings to review performance and update current progress against operational targets ensuring customer expectations are met in full.

Requirements:

• Able to commit to shift work
• Experience of supervising and leading a team
• Knowledgeable and experience in customer service/ call centre/ eCommerce will be an advantage
• Strong communication and interpersonal skills
• Mature, customer-oriented and highly self-motivated with a positive attitude
• Able to work under pressure with good problem-solving skills
• Excellent command of both written and spoken English, Cantonese and Putonghua
• At least 3 Year(s) of working experience in the related field is required

We offer competitive remuneration package and attractive terms to the right candidate. Interested parties please send full resume with expected salary & available date to HR Department by clicking "Apply Now".

Web-site: www.teledirectgroup.com

All information provided will be treated in strict confidence and used for recruitment purpose only.