Chasseur Pro Executive Consultant is a consultancy firm established and managed by seasoned Human Resources professionals. We specialize in search and selection of executives in the Banking and Finance industry. We are professional for Bank Recruitment. Our team of consultants are energentic, aggressive...
Chasseur Pro Executive Consultant is a consultancy firm established and managed by seasoned Human Resources professionals. We specialize in search and selection of executives in the Banking and Finance industry. We are professional for Bank Recruitment. Our team of consultants are energentic, aggressive and also have worked in banking industry for years. Our consultants are Professional, Proactive and Promising, and have forged long-term relationships with their candidates. Therefore, we know our clients and their businesses very well and are able to recommend the most suitable positions for our candidates. Website : www.cpexconsult.com

Customer Officer (Call Center) , Quality Assurance , Concierge , Telecom Hotline

Job level Entry
Education Bachelor Degree
Location
Within Hong Kong
Employment type Full Time
Benefits Medical plan, Performance bonus
Industry Telecommunications
Job function Sales / Business Development / Customer Service > Others
Sales / Business Development / Customer Service > Customer service / Sales Support
Quality Control / Quality Assurance > Quality Control & Assurance
Published On 02/12/2018
Salary (HKD) $11,000 - $20,000

 

Job summary:

To provide respective backend support functions to CRM Centre so that end-to-end processes can be in place to ensure an overall smooth, accurate and efficient centre operations. 

Responsibilities 

  • To perform call assessment objectively by random call monitoring to evaluate frontline performance in terms of telephone manner, customer handling skill and product knowledge together with checking on data accuracy to ensure the end-to-end process is fully aligned with prescribed quality requirements and provide the highest level of personalized customer care and develop a long-term customer relationship;
  • To assist QA Manager to develop and implement quality assurance policies and procedures;
  • To provide instant alert and improvement recommendation to Operation Management when fatal error is found observed;
  • To recommend or suggest enhancement on overall call monitoring or quality assurance mechanism, including assessment form and script in use, so that both effectiveness and efficiency issues can also be addressed;
  • To conduct coaching to frontline CSE to identify the strength and weakness and provide improvement recommendation to ensure CSE meet the requirement of service quality Conduct mystery calls on scope of CS policy, program, and complaint issue cases Support ad hoc company events. 

Responsibilities

  • To handle customer enquiries or complaints through email / web chat and offer one-stop resolution
  • To handle customer dispute cases with care and professionalism and escalate when needed
  • To maintain and develop good relationships with customers
  • To follow procedures and workflows with internal guidelines and regulatory requirement properly
  • To proactively learn and grasp latest knowledge concerned to facilitate proper discharge of daily duties
  • To assist on ad hoc jobs

Working Location: Tuen Mun/ Kowloon Bay

Work Hour: 48 hours per week, shift duty (8:00am-12:00am/ Overnight 12:00am – 09:00am)

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Customer Officer (Concierge)

Responsibilities

To provide professional concierge & customer services to clients via phone calls or email;

  • To handle customer inquiries globally and fulfill customer requests in areas including dining reservations, travel planning, shopping services, entertainment, sports, recreation & special events;

  • To manage communication with customers in a friendly, professional & courteous manner;

  • To resolve customer complaints, establish relationships with customers, learning their preferences.