Customer Service Team Leader (Kwai Fong - Full Time)
Make The Right Call
- Company Industries：Advertising/Public Relations/Marketing Services
Job Information
- Post Date：2022-06-10
- Career Level：Middle
- Location：Kwai Fong
- Yr(s) of Exp：3 years
- Qualification：Non-Degree Tertiary
- Employment Type：Full Time, Permanent, Contract
- Job Function：Sales CS & Business Devpt Call Centre
- Benefits：Medical insurance, Performance bonus, Flexible working hours
Job Description
Responsibilities
- Supervise a team of over 10+ customer service agents, to provide services via hotline, email & Livechat
- Review and evaluate service quality and effectiveness of the team members
- Provide guidance and support to facilitate team members in service delivery and daily operations
- Monitor traffic patterns and deploy resources appropriately to meet service targets
- Handle and resolve complaints and complex enquiries escalated from team members effectively
- Assist in disseminating program information and conducting product briefings
- Undertake ad-hoc tasks as assigned by Customer Care Manager
Reqirements
- Higher diploma or above
- 3-5 years' relevant working experience in customer service with minimum 1 year in supervisory/team leader role
- Excellent business writing skills with proficient in English and Chinese
- Strong interpersonal and leadership skill.
- Detail-oriented with good organization and analytical skills
- Energetic, flexible and ability to work under pressure
- Excellent customer-service mindset, result orientated and with zeal to achieve success
- Working knowledge of Microsoft Office applications
- Shift duty may be required.
We offer:
- Attractive basic salary with performance bonus
- Comprehensive training with pay
- Marriage leave
- Maternity leave
- Paternity leave
- Career development opportunities
- Medical coverage
- Quarterly Fun Day Programs
- Annual Staff Recognition Program
- Flexible working hours
Company Info
With over 17 years of experience, Make The Right Call has established its reputation within the Call Centre industry as the “Customer Service Game Changer” and leader in Customer Experience with ongoing innovation, Data Security Awareness, and enhanced Standard Operating Procedures to meet an ever-changing customer behavior in the new norm business environment.
Operating 24/7, Make The Right Call works as an integrated extension to Global Brands. Our call centre is based in Hong Kong with a seating capacity of over 250 and able to service up to 15 different languages, not only Asian and English-speaking markets but also to the European market.
Make The Right Call is an award winning Call Centre in the Customer Service Industry, and attained it’s ISO27001:2013 and Payment Card Industry (PCI Security Standard) certification in ensuring business processes are handled securely and professionally.
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