Assistant Customer Contact Manager

yuu has turned shopping into fantastic rewards for customers across Hong Kong. It is the largest customer loyalty programme and enables members to earn rewards in over 2,400 places, faster. Since the launch in July 2020, yuu has quickly established its market leading position and now serves millions of customers in Hong Kong. yuu was the No.1 downloaded mobile App in 2020 on Apple App Store and Google Play Store. We are looking for high calibre team members like you to join our dynamic, fast growing and innovative business. Come join us now.

As Customer Contact Assistant Manager your primary focus will be managing the overall customer service function and planning capacity of yuu Contact Centre.

This strategic role is responsible for, including but not limited to, customer contact forecasting and workforce planning, Supplier KPI / SLA review and management, vendor management and management of incidents.

You will also work with internal teams and vendors to deliver projects that improve customer experience and operational efficiency. Strong communication skills and attention to detail is a must in this role.

Is this your next challenge in Customer Service ?

The challenge is to:

• Oversees contact centre day to day operations of yuu and MP+ contact centre
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  • Monitor contact centre SLA on a daily basis
  • Taking control of any incidents which needs to be managed within the contact centre, putting in place contingency measures are required to ensure customer needs are met
  • Liaise with internal and external stakeholders to maintain operational excellence and deliver exceptional customer service across all touchpoints
• Quality assurance of contact centre service delivery
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  • Conduct weekly QA meeting to review agent’s case handling and ensure consistency in our customer service standards and the highest level of customer satisfaction
  • Prepare contact centre performance reports and provide insights on operational inconsistencies, recommending performance improvement initiatives, and supporting data-driven decision making
  • Supervise the creation of training materials for the new customer service platform and conduct ongoing quality assessments of the new joiner training program
• Responsible to maintain all aspects of yuu’s customer service policies and procedures
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  • Develop Ways of Working (SOP) and Work Instructions (WI) on all operational workflows, and ensure compliance with internal and external regulatory requirements
  • Create Operation Support Guides for all internal banners and external partners; review and update on a quarterly basis
  • Maintain and uphold all aspects of yuu's customer service policies and objectives, aligning them with the company's vision and values
• Fraud reporting
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  • Monitor fraud reporting dashboards and review daily report
  • Liaise with partners’ CS teams on fraud investigation
  • Review and update SOP and WI on a monthly basis
• Incident management
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  • Liaise with internal teams and partners’ CS teams to resolve complaints / IT incidents
• Support the delivery of contact centre related projects
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  • Coordinate with Customer Contact Manager to provide support the execution of marketing campaigns, projects including contact centre resource planning and briefing, update on relevant SOP, WI, FAQs and T&Cs, support on fulfilment
  • Support ad hoc customer service duties

Do you have experience in Customer Content Centre ?

• Tertiary educated with 6+ years relevant working experience and at least 3 years of experience in a leadership capacity
• Experience in call centre and/or customer service is a must
• Experience in retail industry is an advantage
• A well-organised, process orientated team player with a passion for problem solving
• Seek accuracy with a strong attention to detail
• Ability to operate under pressure, prioritize task and meet tight deadlines
• Strong verbal and written communication skills in English and Traditional Chinese
• Computer literate – Proficient in MS Office, especially PowerPoint and Excel with excellent presentation skills

DFI Retail Group is an equal opportunity employer and responsible for ensuring that all personal information collected from each Candidate presented to DFI Retail Group is used for recruitment purposes only and the personal data will be kept and handled confidentially. We will retain the applications of candidates not selected for a period of no more than 24 months. The data collection process is in accordance with all applicable laws and compliant with the Code of Practice on Human Resource Management.

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Issued by The Dairy Farm Company, Limited