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Senior Customer Relationship Officer [Quality Assurance/5-day work/15-16k]

Job level Entry
Education Not applicable
Location
Within Hong Kong
Employment type Full Time
Benefits 5-day week, Medical plan, Performance bonus
Industry Telecommunications
Job function Sales / Business Development / Customer Service > Customer service / Sales Support
Administration > Others
Quality Control / Quality Assurance > Quality Control & Assurance
Published On 11/01/2019
ref. Employer Ref. TH-7701

About the company

Our client is a HK leading teleservices provider. They are now looking for Senior Customer Relationship Officer to provide respective backend support functions to CRM Centre. Candidates with customer service & coaching experience are highly preferred.

Job Description

  • 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 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

Requirements

  • Diploma graduates or above;
  • Dedicated to excellent customer service & preferably with minimum 1 year working experience in customer service;
  • Excellent communication, trouble-shooting and problem solving skills;
  • Strong proficiency in both English and Chinese, and especially written English. Fluency in Putonghua is a definite advantage;
  • Proficiency in MS office, especially PowerPoint and Chinese Word Processing.

Benefits

  • 5-day work week (Mon to Fri, 9a.m. - 6:30p.m.)
  • Performance Bonus
  • 14 days annual leave
  • Medical insurance
  • Staff discount
  • Location: Tuen Mun

How to Apply?

If you are looking for career changes, you may send resume to resume(@)sixpeoplemap.com , quoting Job Ref#TH-7701. You may also contact us at +852 2997 7803/ Whatsapp 9045 3907. Action now and share with you friends for referral rewards.

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