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Recruit Ref.: L049280319
Posting Date: 2020-09-17
Assistant Customer Service Supervisor / Customer Service Supervisor
香港電視 Hong Kong Television Network Limited (HKTV)

What will you be doing

  • Supervise daily contact center operation and traffic analysis to ensure all performance targets are met, such as productivity, SLA, customer satisfaction, quality, etc
  • Supervise a sub-customer service team size of 10 to implement policy and procedure
  • Handle customer enquiries and complaints
  • Anticipate escalation and take over contacts when needed
  • Monitoring and evaluating agent performance, providing on-the-job learning or coaching opportunities, and taking corrective action to ensure the performance in a desirable standard, if necessary
  • Identifying operational issues, root cause, trends and timely suggesting possible improvements to management
  • Preparing reports and analysing and summarizing data and trends to assist management as they determine contact center goals
  • Working with other supervisors and management team members to support agents and maximize customer satisfaction
  • Work closely with your manager to ensure staffing/roster levels support business targets
  • Other duties and responsibilities as assigned

Who is our Right Fit

  • Diploma or above holder majoring in business administration, management or equivalent with 5 years or above in customer service/ contact center industry; or with extensive years of relevant experience
  • Minimum 1 year in supervisory level
  • Strong ability to deal with difficult people with excellent complaint handling skills
  • Excellent supervisory skills with demonstrated problem-solving capability and decision-making potential
  • Strong prioritizing and multitasking skills to work within tight deadlines
  • Good command of spoken and written Chinese and English
  • Proficient in computer skills, including MS Office and Chinese typing

Summary

  • Industry: Media
  • Job Category / Function: Customer Service / Customer Service
  • Job Category / Function: Sales / Telesales / Telemarketing / Call Centre
  • Job Category / Function: Sales / Others
  • Job Position Level: Middle
  • Employment Term: Full Time / Permanent
  • Min. Edu. Level Req: Diploma
  • Total Working Exp: 5
  • Salary(HKD): --
  • Location:
    Sai Kung District / Tseung Kwan O
  • Benefits:
    • Birthday Leave
    • Education Allowance
    • Free Shuttle Bus
    • Life Insurance
    • Marriage Leave
    • Medical Insurance
    • Paternity Leave
    • Staff Discount
About 香港電視 Hong Kong Television Network Limited (HKTV)

Established in 1992, the Group possesses extensive and successful experience in telecom market liberalization, popularizing advanced technology and applications. The Group currently engages in the development of Hong Kong's largest 24-hour online shopping mall, HKTVmall, providing an "one-stop shop" platform to people in Hong Kong, including entertainment, online shopping, delivery service and impressive customer experience.

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Keywords: customer,service,call,eCommerce,HKTVmall
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