- You will monitor calls / livechat traffic and arrange adequate workforce to meet service targets
- You will motivate, coach and develop juniors to sustain high and quality service level
- You will support and manage the team to meet the service standard
- You will assist and support supervisor to identify service quality gaps
- You will implement service improvement initiatives through system enhancement
- You will handle complex and complaint calls escalated from the team
- You will work closely with business partners to resolve complaints and unsolved issues
- You will report problem or potential crisis to supervisor for service level improvement skills & experiences required
- You are a Tertiary Degree Holder or above
- You have IIQE Paper I, II, III and B (plus)
- You have 3-5 years of supervisory experience in managing customer contact centre
- You have good problem solving and analytical skills To apply online, please click on the link. Alternatively, for a confidential discussion please contact Jeremy Wong on or email:
key responsibilities Manager, Customer Service (M/AM grade)
experience 5 years
skills Customer Service, Call Centre, Service Centre, Life Insurance, IIQE I, III and V
qualifications Strong experience in managing customer service centre
education Associate Degree/Diploma -
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Manager, Customer Service - Hong Kong, 香港 - Randstad Hong Kong
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