Job Description
Our Client is a Well-Established eCommerce Company who operates multiple MNC brands and successfully selling Branded Cameras, Mobile Phones, Tablets and Electronic Gadgets into International Markets. They have also been Awarded with the Enterprising Awards held by South China Morning Post.
Job Responsibilities
•Manage a Team of Customer Services Staff to Provide Services to Customers Buying Online
•Develop and Manage Key Performance Indicators to ensure the Call Centre is running Efficiently with Good Customer Services
•Develop and Manage Staff Roster to provide Adequate Coverage for Business Hours in Different Time Zone and Work with the other Shift Team Leader
•Ensure Staff are using Phone, LiveChat and Ticket/Email Effectively and Efficiently to provide Fast response to Customer Enquiries on Products, Order Status and after Sales Services
•Ensure Staff to Manage Order Processing Cycle smoothly with other Departments and Handle all Escalations and Exceptions
•Improve Online Fraud Payment Prevention, Detection and Monitoring
•Improve Policies and Procedures, Operation Workflow in the Order Processing Cycle and Ensure Customer Services Staff comply with these in Daily Operations
•Working and Aligning closely with all Business Unit Managers to achieve Business Objectives
•Provide Training and Support to ensure Staff Satisfaction to achieve Higher Performance
•Handle Complaints and Coordinate Internal and External parties to resolve them according to Company Guidelines
•Experience in Online Selling Platform in Photographic, Mobile Phone and / or Tablet PC is definitely an Advantage
•Morning Shift :7am to 4pm
•Night Shift : 3pm to 12am
Job Requirements
•Bachelor’s degree in Marketing, Supply Chain Management, Business Administration or equivalent
•Minimum 3 years Supervisory Experience of Call Centre
•Excellent Supervisor Skills with Ability to Develop Systems and Procedures to enhance Performance for a Customer Services Call Centre
•Good Command of Spoken and Written English and Chinese. Multi-Languages would be an Advantage
•Strong Ability to Deal with Difficult People with Excellent Complaint Handling Skills
•Must have Strong Attention to Details and Customer Focus
•Candidates without HK working permit will NOT be Considered.
Interest parties please visit http://www.rgf-hragent.asia/en/hongkong/
All information received will be kept in strict confidential and only for recruitment purpose.