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    Customer Service and Process Enhancement, Senior Manager - Hong Kong, 香港 - Eames Consulting

    Eames Consulting
    Eames Consulting Hong Kong, 香港

    5天前

    Default job background
    全职
    描述
    Job Description

    An MNC insurer is hiring a Service and Process talent to join their team to drive changes on system level and digital solutions.

    Job Duties:
    • Support and develop programs and roadmaps to enhance the operation workflow of the customer service contact center
    • Review, design and execute changes to internal process, eliminate redundant and manual tasks to drive digital process for the benefits of customer and staff experience
    • Identify customer needs and expectation to revamp and modernize contact center systems
    • Deign customer journey via IVR and Chabot to optimize the usage of self-serve functions and achieve process straight through
    • Identify improvement opportunities and establish action plans for service and process transformation
    • Work with internal and external parties to facilitate the implementation of initiatives
    • Work with teamheads from different workstreams under contact center for capacity planning and workforce management
    Requirements:
    • Degree holder with 8+ years of experience in Financial Institution
    • Background in customer journey design, contact center / operations management, digital transformation or process re-engineering
    • Experience in insurance industry would be an advantage
    • Excellent presentation and communication skills in English and Cantonese
    • Strong problem solving, logical and structured, comprehend complex situations for effective solutions an alternatives
    • Knowledge of Contact Centre technology, ie. Salesforce, Chatbot, Voice-bot, Live chat, Workforce Management tools would be an advantage
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