Customer Service Manager (China MNC, Up to $38K, renewable contract)

PERSOLKELLY is one of the largest recruitment companies in Asia Pacific providing comprehensive end-to-end workforce solutions to clients. Headquartered in Singapore, the company was established in 2016 and is a joint venture between Kelly Services, Inc. and affiliates of PERSOL HOLDINGS Co. Ltd.

Today, PERSOLKELLY operates more than 45 offices across 13 markets including Australia, China, Hong Kong, India, Indonesia, South Korea, Malaysia, New Zealand, Philippines, Singapore, Taiwan, Thailand, and Vietnam.

The Asia Pacific region isn’t just our focus, it’s our specialty. We combine our regional expertise with industry experience and local market understanding. Our continuum of services begins with solutions for temporary or contract staffing, permanent placement and extends to holistic workforce solutions.

persolkelly.com.hk

Employment Agency Licence No. 75536

Our Client, a sizable China MNC, is seeking a Contract Customer Service Manager to support their operation.

Job Responsibilities

• Hire, train and support customer service specialist in their roles
• Monitor and evaluate the performance of all customer service specialists, by first call resolution, service satisfaction, call pick-up rate and quality of response
• First point of escalation for issues and queries faced by customer service specialists
• Level 2 escalation point for customer complaints
• Identify any operational issues and suggest improvements
• Prepare reports/metrics and analyse available data
• Evaluate call centre technologies and customer service standards
• Form service centre operational strategies, including capacity planning
• Meet financial objectives of the service centre
• Meet the agreed service levels of the service centre
• Department: Delivery team 

Qualifications

• Min. 5 years’ experience in a bank customer service environment with team lead or managerial experience 
• Strong banking knowledge
• Fluency in English and Chinese languages
• Exceptional customer service, active listening, strong verbal and written communication skills along, professional phone voice
• Track record of over-achieving quota
• Familiarity with CRM systems and practices
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Bachelor’s degree or above

To apply for this position, please simply click on the “APPLY NOW” button. submit with your CV . All applications will be treated in strict confidence, and used for recruitment purposes only in accordance with PERSOLKELLY Hong Kong Limited’s Privacy Notice.