Manager, Customer Relations

Job Reference: (Ref: OCL/OPS/2012-053)

Key Responsibilities:

• Manage and monitor the performance of the call centre inbound and outbound teams to ensure the agreed service level and customer requests were up to standard.
• Coordinate and conduct product and customer service training for newly joined and existing Customer Service Representatives to enhance their servicing skills.
• Coordinate and liaise with call centre vendors in order to maintain and continuously improve the customer service levels.
• Streamline the processes and enhance productivity in order to achieve higher efficiency and control measures.
• Responsible for handling complaints received via regulatory bodies, media, customers and stakeholders.
• Work with cross-functional teams on investigation and providing resolutions of complaint cases
• Implement the projects for call centre with departments and stakeholders
• Prepare the call centre management report
• Perform User Acceptance Test related to call centre system

Requirements:

• University graduate with minimum 10 years customer service/call centre /complaint handling experience with at least 5 years in a supervisory position and preferably gained from banking industry.
• Good spoken in English, Mandarin and Cantonese and good written in English and Chinese
• Customer focused, well organized and able to adapt to changes
• Strong problem solving, interpersonal and communication skills