Head Of Customer Service (It & Telecom) - Ic

Head of Customer Service (IT & Telecom) - IC
Client Description
Leading IT & Telecom solutions company
Job Description
• Lead a team to deliver quality customer service and initiate business opportunities for potential customers
• Lead Customer Service team for complaint handling and formulate solution of complaint case settlement and suggest service improvement action
• To manage and continually improve the customer service experience
• Champion the Customer Service Department and achieve the committed phone performance pledges as well as increase the customer experience level
• Monitor the performance of hotlines and to review and update the procedures for both inbound and outbound customer service teams
• Experience in formulating customer service policies, guidelines & SOPs with write-up of templates & scripts
Job Requirements
• Degree holder or above in Business Administration, Marketing or related disciplines
• Over 10 years of solid experience in consumer service including call centre with at least 8 years in managerial level
• Good interpersonal, communication and negotiation skills with a proven ability to communicate effectively and confidently at all levels
• Good command of both spoken and written English and Chinese (Putonghua)
• Proficiency in Microsoft Office including Excel, Outlook, PowerPoint and Word#J-18808-Ljbffr