Address 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
- 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 Management
- Identify, 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 practices
- Test, read, comprehend, compose, translate, validate, review, escalate and maintain systems and communication contents from business to customers
- Plan, prepare, compile, consolidate, interpret, formulate and report customer service operation performance and customers interaction statistics and records
Requirements
- Diploma in any field
- Minimum 2.5 years of Customer Service/Call Center experience
- Minimum 1 year of experience leading others
- General knowledge of ecommerce business and technology
- Expectations of quality customer services
- Good understanding of customers behaviour and culture preference in the targeted markets of the business
- Excellent verbal and written communication skills in Chinese
- Good computer skills and proficient in Microsoft applications
- Typing speed of at least 30 words per minute
- Good analytical / information gathering skills, interpersonal skills, Problem solving skills, Delegation skills & Ability to prioritize and organize
