Assistant Manager, Customer Services - Complaints Handling

Job Responsibilities

• To coach, monitor and manage the customer service officers in the handling of customer enquiries and requests via various service channels, including hotline, email and any other electronic means.
• To plan the distribution of customer requests and manage the manpower resources allocation accordingly to achieve the service quality and productivity requirements.
• To monitor the quality of services delivered via various channels and take initiatives for the continuous improvement.
• To manage the handling of customer feedbacks and customer complaints to ensure customer satisfaction.
• To coordinate the launch of new products and services with the development of the concerned processes and materials, including the handling procedures, call scripts and training materials.
• To report the customer services performance on a regular basis and suggest for actions for improvement

Job Requirements

• University graduate, preferably with major in business or finance
• Minimum 5 years' experience in contact centre, preferably in banking, insurance and telecom industries (Candidates with lesser experience will be posted as Senior  Customer Services Officer)
• Excellent communication skills, good leadership and people-oriented
• Responsible, with self-initiative and able to work independently under pressure.
• Excellence in writing and speaking English, Cantonese and Mandarin
• Proficiency in MS Word, Excel and PowerPoint