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Head of Customer Service (up to 60k)

Job Title: Head of Customer Service (up to 60k)
Contract Type: Permanent
Location: Hong Kong
Industry:
Reference: PL/11874
Contact Name: Purple Lai
Contact Email: pl@charlottefrank.com
Job Published: August 28, 2020 13:33

Job Description

Our client, a financial institution that are a market leader are looking for a senior member of their team to use their experience to take the company forward and help the company exceed their own expectations.

Responsibilities:

  • Lead the team and operations, including but not limited to deliver quality customer service and initiate business opportunities for potential customers
  • Monitor and improve the Customer Service process to increase customer satisfaction
  • Responsible for complaint handling management, be the prime person to liaison with related parties to handle the case
  • Experience in formulating customer service policies, guidelines & SOPs with write-up of templates & scripts
  • Enhance relationship with corporate accounts including handling their enquiries, feedback and issues to their satisfaction
  • Handle ad hoc duties and assignments when required

Requirements:

  • Bachelors’ degree in Business Administration, Marketing or a related field
  • Minimum of 10 years of customer service including call centre with at least 8 years in managerial level
  • Strong presentation, leadership and communications skills
  • Ability to converse and cooperate with several internal and external stakeholders
  • Ability to multi-task under pressure
  • Fluent in English, Cantonese and Mandarin (spoken and written)

 

For further details please contact Purple Lai at +852 2526 8116 or send us your details to pl@charlottefrank.com

 

Job Code: PL/11874

 

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Please note that only considered candidates will be contacted