Job Responsibilities:

• Accountable for ensuring overall achievement of performance objectives for your team and department, including operational performance (Email/Phone), service/STEP objectives, regulatory adherence, relevant productivity targets, external & internal customer experience and employee satisfaction
• Identify opportunities to improve efficiency and business processes to ensure customer requirements are met efficiently, according to Customer Experience (CE) expectations and within required guidelines
• Anticipate workflow through well considered capacity planning and working with the operational support team to deliver SLA’s
• Support team members by call listening and coaching where appropriate pull on resources to maximise capability and address training and knowledge needs
• Conduct performance reviews,121’s, manage absence and ensure conduct adheres to Company policy to drive high performance culture
• Forms and maintains effective operational links across the business to support the advancement and drive of improvements to achieve consistency and service excellence across teams
• To cross-train in other areas, products and processes to perform duties across Operations and as workloads demand

Job Requirements:

• University graduated in any discipline
• Minimum of 5 years working experience at Customer Service field
• Good command of both written and verbal English and Chinese (Cantonese and Mandarin)
• Understanding of Home Assistance
• Strong coaching and team leadership skills
• Experience of Manaing customer feedback in a customer led enviornment with proven negotiation skills and a high level of communication both verbal and written - with proven success in relation to performance and service delivery
• Highly skilled at influencing and communicating to all levels of the business

If you are interested in the above position, please send your CV in MS WORD format with availability, current salary and expected salary to recruitment@ipahk.com.hk and state “Application for Concierge Team Supervisor ” in the subject header. 

Personal data collected will be treated in strictly confidential and only be used for recruitment related purposes. Applicants not contacted within 8 weeks may consider their applications unsuccessful.