Job Responsibilities:Sustain the Tier-1 hotline operation to fulfill customer contract requirement and scope of work.
Maintain a positive attitude while leading a team of around 7+ service agents in an efficient and productive manner.
Enhance and update operating procedures and continually improve marketable services.
Fulfill all contract scope and ensure all overcharges are arranged on time.
Create and deliver monthly, weekly, and daily reports on time based on services contract scope from customers.
Communicate effectively between the support team, Service Manager, Operations Manager, and customers to maximize benefits for each party.
Resource arrangement for contract scope, non-office jobs, regular tasks, leave arrangements, and ad-hoc requests.
Arrange training for new joiners and fulfill regular training for the team.
Handle customer complaints and commit to service improvements.
Attend customer service review meetings when necessary.
Job Requirements:
Diploma or above education.
Good Cantonese, English, and Mandarin for communication and documentation.
At least 3 years of working knowledge of helpdesk operations (for Senior Helpdesk Agents).
At least 5 years of working knowledge of helpdesk operations (for Senior Helpdesk Agents).
Must be an excellent communicator and speaker in both written interactions and face-to-face customer service interactions.
Preferred people management experience of more than 2 years (for Supervisor role).
*** Please provide your expected salary in your CV for reference ***
Interested parties, please send your detailed resume with current and expected salary to our Human Resources Department by email ****** . All information provided will be treated in strict confidence and used solely for recruitment purposes. The resume will be retained for a period of two years for future recruitment purposes within our group and clients.#J-18808-Ljbffr