As a leader of the Customer Service team in the Consumer Division, you will be responsible for leading a team of Customer Service Officers to maintain and improve service standards for our newspaper and magazine customers. Your key duties include overseeing the daily operations at the Contact Centre, managing staff, handling escalation cases, reviewing SOPs and collaborating with other divisions and departments on projects to enhance the customer experience and journey.
Roles & Responsibilities
- Set, communicate, review and improve existing policies and processes, including implementation for CSAT programmes.
- Lead the department’s transition to digital-first customer service practices
- Identify and implement strategies to foster loyalty and retain customers
- Understand customer pain-points, collate the feedback and analyse / relay the information to improve the customer experience
- Handle high-level escalation cases across the touchpoints of call, email, chat and written correspondence
- Participate in or lead CS-related projects and assignments, which typically require cross functional collaboration with other divisions or departments e.g. technical, digital and marketing teams
- Recruit, lead and motivate a team of Customer Service Officers / Team Leaders to instill a customer-centric culture.
- Manage team KPIs, conduct performance review appraisals, provide recognition and undertake staff counseling and coaching when required
- Oversee the development of training programs to improve the team’s customer service handling skills
- Prepare management reports as and when necessary
Who are we looking for
Skills
- Excellent organization, communication, interpersonal and presentation skills
- Confident in handling escalation cases with strong leadership qualities and people management skills
- Adept at managing conflict in a fast-paced environment with demonstrated problem solving skills
- Bilingual in English and Chinese, with outstanding verbal and written communication skills in English
- Possess strong analytical skills to interpret customer data and identify trends
- Proficiency in project management, CRM technology, AWS Connect, CSAT implementation and data analysis is an advantage
Competencies & Personality Traits (Required Competencies)
- Passionate about customer service and our subscribers’ experience, with a good understanding of customer service standards, the contact centre industry and its related technologies
- Possess emotional maturity, self-motivated and can collaborate effectively with internal stakeholders and external systems vendors
Working Experience
- The ideal candidate is a degree holder with at least 8 years' supervisory experience in the fields of customer service, contact centre or customer experience.
- Proven experience in customer service leadership roles, preferably within a digital, media or consumer environment
As a leader of the Customer Service team in the Consumer Division, you will be responsible for leading a team of Customer Service Officers to maintain and improve service standards for our newspaper and magazine customers. Your key duties include overseeing the daily operations at the Contact Centre, managing staff, handling escalation cases, reviewing SOPs and collaborating with other divisions and departments on projects to enhance the customer experience and journey.
Roles & Responsibilities
- Set, communicate, review and improve existing policies and processes, including implementation for CSAT programmes.
- Lead the department’s transition to digital-first customer service practices
- Identify and implement strategies to foster loyalty and retain customers
- Understand customer pain-points, collate the feedback and analyse / relay the information to improve the customer experience
- Handle high-level escalation cases across the touchpoints of call, email, chat and written correspondence
- Participate in or lead CS-related projects and assignments, which typically require cross functional collaboration with other divisions or departments e.g. technical, digital and marketing teams
- Recruit, lead and motivate a team of Customer Service Officers / Team Leaders to instill a customer-centric culture.
- Manage team KPIs, conduct performance review appraisals, provide recognition and undertake staff counseling and coaching when required
- Oversee the development of training programs to improve the team’s customer service handling skills
- Prepare management reports as and when necessary
Who are we looking for
Skills
- Excellent organization, communication, interpersonal and presentation skills
- Confident in handling escalation cases with strong leadership qualities and people management skills
- Adept at managing conflict in a fast-paced environment with demonstrated problem solving skills
- Bilingual in English and Chinese, with outstanding verbal and written communication skills in English
- Possess strong analytical skills to interpret customer data and identify trends
- Proficiency in project management, CRM technology, AWS Connect, CSAT implementation and data analysis is an advantage
Competencies & Personality Traits (Required Competencies)
- Passionate about customer service and our subscribers’ experience, with a good understanding of customer service standards, the contact centre industry and its related technologies
- Possess emotional maturity, self-motivated and can collaborate effectively with internal stakeholders and external systems vendors
Working Experience
- The ideal candidate is a degree holder with at least 8 years' supervisory experience in the fields of customer service, contact centre or customer experience.
- Proven experience in customer service leadership roles, preferably within a digital, media or consumer environment