Head of Customer Service (IT & Telecom) - IC

Classy Wheeler Limited; Hong Kong; On-site; HKD 800,000 - 1,200,000; Full time

Job summary

A leading IT & Telecom solutions company in Hong Kong seeks a Head of Customer Service to lead a dynamic team and implement high-quality customer service strategies. This role requires over 10 years of experience in consumer service and at least 8 years in a managerial position. The ideal candidate will possess excellent communication and negotiation skills, be proficient in both English and Chinese, and have strong Microsoft Office skills. Join us to enhance our customer experience and drive service improvement initiatives.

Qualifications

• Over 10 years of solid experience in consumer service including call centre.
• At least 8 years in managerial level.
• Good command of both spoken and written English and Chinese (Putonghua).

Responsibilities

• Lead a team to deliver quality customer service.
• Manage and improve the customer service experience.
• Monitor hotline performance and update procedures.

Skills

Interpersonal skills

Communication skills

Negotiation skills

Education

Degree in Business Administration, Marketing or related

Tools

Microsoft Office (Excel, Outlook, PowerPoint, Word)

Job description

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