Please send CV of English version

Responsibilities:

• 
  Lead customer service team and monitor call centre operations to deliver best quality of customer experience
• Establish standard operations procedures (SOP) to ensure the quality of call centre and service operations, establish measurements, KPIs and management reporting
• Collaborate with across work teams and departments to improve customer support services and programs so as to enhance overall customer satisfaction
• Identify customer care & training needs of service teams; design training and coaching program to meet the needs; evaluate the training effectiveness
• Manage and monitor systems to listen to customer voices for service improvement
• Develop, manage and monitor the performance of service providers to achieve service excellence
• Develop customer loyalty programs and measure effectiveness
• Review and allocate the job tasks effectively to maximize the work efficiency and effectiveness of the customer service team

• Prepare reports for management
• Perform ad-hoc assignments as assigned by superior

Requirements:

• University Degree or equivalent education
• More than 5 years working experience, 3 years’ experience of customer service business and system related; experience in consumer electronics appliances and technical field is a bonus
• Proficient with people management, especially with tasks and scheduling.
• Good verbal and written communications in both English and Chinese
• Good command in Microsoft office software and PowerPoint presentation

上班地址：中海国际A座2503