Helpdesk Team Lead: SLA-Driven Support & Training

Swing Consulting Ltd.; Hong Kong; On-site; HKD 201,000 - 335,000; Full time

Job summary

A consulting service provider in Hong Kong is seeking a Team Leader to oversee Tier-1 hotline operations. You will lead a team of over 10 service agents, ensuring customer contracts are met efficiently. Ideal candidates possess more than 2 years of team leadership experience and strong communication skills in Cantonese and English. The role includes resource management, improving service operations, and handling customer complaints while ensuring SLA compliance. This position offers a dynamic work environment focused on continual improvement.

Qualifications

• More than 2 years of team leader experience.
• Excellent communication skills in Cantonese and English.
• Good knowledge of helpdesk operations and server platforms.

Responsibilities

• Lead a team of service agents to fulfill customer contracts.
• Monitor SLA compliance and manage resources effectively.
• Handle customer complaints and propose service improvements.

Skills

Team leadership

Effective communication

Customer service

Resource management

Problem-solving

Education

IT diploma or above

Tools

Office365 certification

Job description

A consulting service provider in Hong Kong is seeking a Team Leader to oversee Tier-1 hotline operations. You will lead a team of over 10 service agents, ensuring customer contracts are met efficiently. Ideal candidates possess more than 2 years of team leadership experience and strong communication skills in Cantonese and English. The role includes resource management, improving service operations, and handling customer complaints while ensuring SLA compliance. This position offers a dynamic work environment focused on continual improvement.