Overview

Responsibilities

  • Manage an inbound team of Customer Service Representatives
  • Monitor queue and track inbound calls. Keep CSRs aware of inbound calls, calls waiting, abandonment rate, etc.
  • Motivate and encourage agents through positive communication and feedback
  • Foster team discipline, communication and morale to strengthen teamwork within the team
  • Ability to handle escalated case or difficult situations
  • Guide and coach CSRs closely and administer their induction into Call Centre
  • Perform daily standard operational requirements (such as floor management, logs in to clear call queue, etc) and ensure that key performance indicators are met
  • Collate and report the agreed statistics (in their respective job scope) on a daily, weekly and monthly basic
  • Ability to multi-task or involve in ad-hoc projects

Requirements

  • Good command of spoken Cantonese, Putonghua and English
  • Excellent English reading and writing skills
  • Higher Diploma or Bachelor’s Degree in any discipline
  • At least 3 years customer services experience, of which, at least 1 year supervisory experience
  • Experience with or good working knowledge of wireless technology and equipment (mobile devices and apps)
  • Knowledge of IOS & Android would be a strong plus
  • Strong leadership, presentation skills, communication skills, conflict management with a strong sense of urgency and to manage time effectively
  • Computer literate in using MS Office and other information system
  • Flexibility in shift duty arrangement
  • Immediate available is highly preferred