Customer Care Team Leader/Supervisor $23-27K

About Make The Right Call

Make The Right Call is based in Hong Kong with more than 19 years’ experience servicing various industries such as International Publishers, Public Utilities, HK SAR Government Departments, International Non-governmental organizations (NGOs), Fast Moving Consumer Goods (FMCG), Automobiles, Trade Fair Exhibitors, E-Commerce & Lifestyle, it’s also an award winning Call Centre in the Customer Service Industry, and attained it’s ISO27001:2013 and Payment Card Industry (PCI Security Standard) certification in ensuring business processes are handled securely and professionally.

Make The Right Call has established its reputation within the Call Centre industry as the “Customer Service Game Changer” and leader in Customer Experience with ongoing innovation, Data Security Awareness, and enhanced Standard Operating Procedures to meet an ever-changing customer behaviour in the new norm business environment.

Operating 24/7, with a seating capacity of over 330 workstations As a diverse and inclusive organization, we have more than 200 dynamic, energetic, fun and professional team members from all walks of life. Join us at Make The Right Call and learn how you can be a professionally trained Customer Care personnel

To learn more about Make The Right Call, please visit us 

Responsibilities

• Supervise a team of over 10+ customer service agents, to provide services via hotline, email & Livechat
• Review and evaluate service quality and effectiveness of the team members
• Provide guidance and support to facilitate team members in service delivery and daily operations
• Monitor traffic patterns and deploy resources appropriately to meet service targets
• Handle and resolve complaints and complex enquiries escalated from team members effectively
• Assist in disseminating program information and conducting product briefings
• Undertake ad-hoc tasks as assigned by Customer Care Manager

Reqirements

• HKCEE/DSE or above
• 3-5 years' relevant working experience in customer service with minimum 2 year in supervisory/team leader role
• Excellent business writing skills with proficient in English and Chinese
• Strong interpersonal and leadership skill.
• Detail-oriented with good organization and analytical skills
• Energetic, flexible and ability to work under pressure
• Excellent customer-service mindset, result orientated and with zeal to achieve success
• Working knowledge of Microsoft Office applications

We offer

• Attractive basic salary with monthly performance bonus
• Flexible working hours
• In-house Gym for employee use
• Comprehensive customer service training
• Marriage leave
• Paternity leave
• Career development
• Medical coverage
• Vibrant and all-inclusive work place
• Equal opportunity Employer

To learn more about Make The Right Call, please visit us

MAKE THE RIGHT CALL is an equal opportunity & Inclusive employer and welcome applications from all qualified candidates. All application will be treated in strict and confidence and used for recruitment purpose only. As an award winning call centre, our mission is to develop and growth professional customer service candidates. If you think you are one of us, we look forward to meeting you.