The position exists in order to supervise, develop, train, analyze, report and support daily activities of the customer service operating department and the performance of its operating officers with the objective of leading, inspiring, motivating the customer service representatives on how to deliver the best customer service possible and providing necessary support and information to superiors and other departments for strategy implementation within the limits of the customer service policies and procedures, service quality guidelines, business rules and license regulations.
Job Description : Customer Servicing
- Coordinate, assist, monitor, respond, guide, manage, investigate, assess, record, escalate and resolve customers' requests, queries, concerns and complaints
Operations Management
Identify, design, draft, propose, interpret, communicate, publish, maintain, update, apply and review documentation on operating standards, processes, policies and procedures, service standards and practices People ManagementIdentify, plan, collaborate, design, recommend, develop, train, coach, support, review, supervise and authorize daily tasks assignment, workforce scheduling, performance of customer service representatives and compliance of operating practicesSystem and Content Validation
Test, read, comprehend, compose, translate, validate, review, escalate and maintain systems and communication contents from business to customersData Collation
Plan, prepare, compile, consolidate, interpret, formulate and report customer service operation performance and customers interaction statistics and recordsRequirements
Diploma in any fieldMinimum 2.5 years of Customer Service / Call Center experienceMinimum 1 year of experience leading othersGeneral knowledge of ecommerce business and technologyExpectations of quality customer servicesGood understanding of customers behaviour and culture preference in the targeted markets of the businessExcellent verbal and written communication skills in ChineseGood computer skills and proficient in Microsoft applicationsTyping speed of at least 30 words per minuteGood analytical / information gathering skills, interpersonal skills, Problem solving skills, Delegation skills & Ability to prioritize and organize