Leadership and Team Management:- Lead, coach, and mentor Team Leaders and Customer Service Executives to achieve individual and team KPIs.
- Foster a positive and collaborative team culture, emphasizing performance, accountability, and professional growth.
Operational Excellence:- Plan and manage daily operations, including workforce scheduling, resource allocation, and process improvements.
- Ensure smooth handling of customer inquiries, complaints, and feedback across multiple channels (email, live chat, and in-app messaging).
Customer Experience:- Monitor and enhance service quality to maintain customer satisfaction and loyalty.
- Implement strategies to gather and act on customer feedback to refine processes and offerings.
Performance and Reporting:- Track and analyze team performance metrics, identifying trends and areas for improvement.
- Prepare and present regular performance reports and insights to senior management.
Policy and Process Management:- Ensure compliance with company policies, operational guidelines, and industry standards.
- Work with internal stakeholders to develop and implement new customer service processes, tools, and training programs.
We are seeking an experienced and proactive Customer Service Manager to oversee a dynamic customer service team, managing multiple projects across various channels. This role is crucial for ensuring the highest levels of customer satisfaction, agent performance, and operational efficiency.- Proven experience in managing a customer service team, preferably in a BPO, retail, or service environment.
- Strong leadership skills with the ability to motivate and manage diverse teams effectively.
- Exceptional communication skills in spoken and written Mandarin and Cantonese (candidates with proficiency in English will be considered first).
- Solid understanding of customer service principles, complaint resolution, and performance optimization.
- Minimum Diploma-holder but candidates with rich experience will also be considered.
- Familiar with tools, systems, and processes in the customer service field.
- Able to work odd hours and weekends when required.
