Centre Manager - Service Centre & CX Excellence

IPS Group (Asia) Limited; Hong Kong Island; Sur place; HKD 900 000 - 1 100 000; Plein temps

Résumé du poste

IPS Group (Asia) Limited in Hong Kong is seeking a Centre Manager to lead the Service Centre, ensuring timely, accurate responses to enquiries and high-quality after-sales service that supports customer retention and business performance.

You will drive operational excellence, manage a team, monitor KPIs, maintain compliance, and continuously improve processes, training staff, and implementing knowledge base enhancements.

Qualifications

• 10+ years in customer service operations or service delivery leadership.

Responsabilités

• Lead daily service centre operations and ensure SLA adherence.
• Oversee escalation, complaints, and root-cause analysis.
• Coach and develop team members; conduct performance reviews.
• Monitor KPIs and produce regular senior management reports.
• Drive process improvements and knowledge base enhancements.
• Ensure data privacy and compliance.

Connaissances

Leadership

KPI management

Customer service

Operations management

CRM software

Communication

Outils

CRM software

Workforce management

Description du poste

IPS Group (Asia) Limited in Hong Kong is seeking a Centre Manager to lead the Service Centre, ensuring timely, accurate responses to enquiries and high-quality after-sales service that supports customer retention and business performance.

You will drive operational excellence, manage a team, monitor KPIs, maintain compliance, and continuously improve processes, training staff, and implementing knowledge base enhancements.