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Head of Customer Services - Call Centre

Job Title: Head of Customer Services - Call Centre
Contract Type: Permanent
Location: Hong Kong
Industry: CS and Telemarketing
Reference: 59111_1726028677
Contact Name: Carmen Ng
Contact Email: carmen.ng@kos-intl.com

Job Description

Head of Customer Services - Call Centre

The role involves overseeing and managing both the Customer Service and Digital Services teams to align with overall business strategies. This includes leading the team to provide high-quality service through telephone and digital channels while ensuring that resources are allocated effectively to meet customer demands and achieve key performance indicators (KPIs). The role also requires the continuous monitoring and re-engineering of current operational processes to improve efficiency, mitigate risks, and enhance team professionalism through various improvement initiatives. Additionally, participation in relevant projects and system enhancements related to customer service is expected. A key responsibility is developing a resource management plan to maintain a stable and adequate team for customer service operations. Regular reviews of internal guidelines, processes, service levels, and systems are essential to ensure operational efficiency, identify areas for streamlining, and implement necessary changes in line with internal or external requirements.

The position also involves monitoring the team's performance in handling customer inquiries, requests, and complaints across various channels, ensuring that service levels are maintained and all performance indicators are met. Regular reports on KPI performance and customer feedback are provided to stakeholders. The role includes coaching and training team members to enhance their customer service skills, managing rosters and work tasks, and preparing user requirements while leading user acceptance testing for customer service functions. Finally, regular reviews are conducted to streamline workflows, improve procedures, and recommend enhancements to systems and processes.

Requirements:

  • Bachelor's degree in Business Administration or related field.
  • Proven experience in a senior operational role within the call centre businesses.
  • Strong leadership skills with a track record of driving results and managing teams.
  • Excellent communication and interpersonal abilities.
  • In-depth knowledge of call centre operations, regulations, and industry trends.

Click "Apply Now" to apply for this position or call Carmen Ng at +852 3180 4923 for a confidential discussion. All information collected will be kept in strict confidence and will be used for recruitment purpose only.

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