Major Responsibilities:
- To manage a Call Center with a team of Customer Representatives.
- To develop strategy and program to enhance efficiency Center operation.
- To formulate system that keeps the highest quality of data, customer feedback and reports.
- To identify training needs, develop program and deliver the best training that targets to enhance service standard.
- To monitor real-time traffic patterns and deploy resources appropriately to meet service targets
- To handle and resolve complaints and complex member enquiries
- To ensure proper implementation of new services and programmes
- To assist in disseminating programme information and conducting product briefing as necessary
- To generate daily call performance statistics reports
Requirements:
- Form 5 or Secondary School graduate with 3 – 5 years’ relevant team management experience, preferably in call centers. Airline/travel industry experience including customer/member service and / or loyalty programmes will be an absolute advantage
- Energetic, flexible and able to work under pressure
- Excellent customer-service mindset, result orientated and with zeal to achieve success
- High adaptability with capability to work in diverse environment
- Good command of spoken English and Cantonese, and written English and Traditional Chinese
Benefits:
- 5 week comprehensive and structured training
- 5-day work week
- 14 days’ paid annual leave
- Monthly Performance Incentive
- Non-Contributory Provident Fund
- Medical Coverage
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