Customer Service and Telemarketing Manager

Job Description

• Lead the Call Centre Team
• Manage the team to promote/cross sell products to new and existing customers through inbound/outbound calls.
• Monitor and control the inbound and outbound call activities in order to achieve the business targets and ensure all customer service and telemarketing staffs are comply with internal guidelines and regulatory requirements.

 Main Responsibilities:

• Lead the customer service and telemarketing Team, professionally interacts with customers
• Set objectives to the customer service and telemarketing staff, monitor their performance so as to improve the sales achievements
• Monitor the job efficiency, achieve the goals and manage the manpower planning
• Give guidelines to the customer service and telemarketing staff for handling the non-routine cases
• Review on working procedures of the customer service and telemarketing staff productivity and sales achievement regularly
• Provide training to the customer service and telemarketing staff for handling inbound/outbound calls efficiently and independently
• Motivate customer service and telemarketing staff to achieve sales target and enhance the job satisfaction
• Ensure all customer service and telemarketing staff are comply with the internal guidelines, legal and regulatory requirements
• Handle escalated complaints cases and issues
• Manage the development of e-commerce related program to enrich customer experience

Incumbent Requirements:

• Post-secondary education with at least 5 years’ relevant experience
• Good in sales motivation with strong sales management skills
• Have previous experience in a sales role either within a hotel or a golf club will be advantageous.
• Fluent in Mandarin, Good command of written spoken English & Chinese
• Independent, detail-minded, Self-initiative and able to work under pressure