ข้อมูลอัปเดตล่าสุด
ตำแหน่งงาน
Assistant Manager, Customer Service
ตําแหน่งที่ตั้ง
Hong Kong
วันครบกำหนด
12/11/2023
Job Description
You are expected to manage customer service centre resources to provide excellent customer services and enhance the customer experience of Greater Bay Airlines.
Key Responsibilities
- Plan, control and manage customer service centre resources and operations
- Establish SOP, workflow and procedures to maintain the operations effectiveness and efficiency
- Develop KPIs to measure the service quality, call performance and operations effectiveness and to motivate the team to meet the target set by the management and to ensure the Quality Assurance of the services
- Monitor the performance of contact centre staff in ensuring the service levels and qualities meet the customer expectations and comply with the Company standards
- Identify and implement process improvement initiatives to continuously achieve high standard performance with the stakeholders and management teams
- Develop highly motivated, productive and professional service teams by reviewing the training course structures, methodology, quality control of calls and spot out potential successor
- Handle heavy escalated complaint cases and liaison with the parties to resolve the issue and back up for the team during flight disruptions
- Collect VOC, analyse data and prepare the customer consumption pattern/level satisfaction reports for service enhancement
Requirements
- Hong Kong permanent resident status
- Holder of a bachelor’s degree in Business Management, Marketing, Technology or relevant discipline
- A minimum of 5 years management experience with at least 3 years in customer service or ecommerce field
- Strong communications skills, with the ability to communicate across the entire organisation
- Creativity, with an eye to develop new and innovative solutions
- Strong team player, able to work successfully across multiple business functions
- Fluent in written and spoken Cantonese, English and Mandarin
- Strong leadership and people management skills to manage sizable team
- Proficient in MS Office applications and Chinese Word Processing
We offer a competitive compensation package to the successful candidate. Interested parties, please click “Apply Now” to submit your application.
Personal Information Collection Statement
Please read the following:
- The personal data provided by you will be used by the Greater Bay Airlines Company Limited (the Company) to assess your suitability for the position you are applying for; to verify information provided by you; and, if successful, to facilitate the determination of your remuneration and benefits package.
- The completion of all items indicated on the employment application form is obligatory for the further processing of your application.
- Your personal data held by the Company will be kept strictly confidential; and will only be disclosed to the authorised persons within the Company for processing your application and/or may be transferred and disclosed to third party service providers including but not limited to the recruitment agencies to assist with the Company’s human resources functions.
- Under the Personal Data (Privacy) Ordinance, you have the right to request access to, and to request correction of, your personal data held by the Company. Such request should be made in writing and addressed to:
Personal Data Officer
Human Resources Department
Greater Bay Airlines Company Limited
12/Floor, One Citygate, 20 Tat Tung Road,
Tung Chung, Lantau,
Hong Kong - The Company has the right to charge a reasonable fee for the costs related to your request for data access, as permitted under the Personal Data (Privacy) Ordinance.
- If you have not been contacted by the Company within 8 weeks of the job posting date, you may consider your application unsuccessful. Your personal data will be kept for a period of 12 months from the job posting date, and will be destroyed thereafter.
- If you are invited to attend an interview or a test but are not further contacted by the Company within 8 weeks of your attendance of the interview or test, you may consider your application unsuccessful. Your application and test paper (if applicable) will be kept for 12 months from the date of the last interview or test attended by you, and will be destroyed thereafter.
- If your application for employment is successful, your personal data will be transferred to your personal file, to be used by the Company for employment purpose.