Customer Care Team Leader $23-26K

Responsibilities:

• Assist Call Centre Manager to lead and supervise the Customer Service team to deliver on Calls / Emails & Live Chat services in a quality, timely and efficient manner.
• Effectively coach and motivate team members and foster collaboration by recognizing positive attitude and behaviour
• Ensure team are fully informed with all new information related to products, procedures, client needs and company related issues, changes, or actions
• Prepare daily/weekly/monthly operation reports and roster schedule
• Assist the Team Manager to manage daily operation of customer service centre
• Handle customers’ inquiries and escalated complaints in a professional and timely manner
• Person-in-charge of services centre, ensure service agreement and standard working procedure is align with corporate guideline and compliance 
• provide suggestions to enhance operation effectiveness with efficiency 

Requirements:

• Diploma holder or above with a minimum of 4 years’ experience in contact centre operation, of which 2 years in a supervisory role
• Strong leadership skills with ability to drive performance management 
• Ability to meet or exceed business goals and objectives, while fostering a team atmosphere
• Ability to prioritize and manage multiple responsibilities and projects in a fast-paced environment
• Proficiency in written and spoken English, Cantonese, and Putonghua
• Intermediate to advanced skills of Microsoft Excel, PowerPoint, and Word
• Strong leadership skill to lead and supervise a team, experience in provide training and coaching to junior staff,
• Detail-mind with strong communication and interpersonal skills
• Fluent in English and Cantonese (Bilingual)
• Immediate available is preferred.