Customer Care Manager

Your role

• To lead the teams in handling complaints from various channels, including but not limited to hotline, email, live-chat and conduct internal investigation and report preparation for third party complaints (e.g. OFCA, Consumer Council) in a professional and efficient manner.
• To oversee the team's performance and provide expert knowledge support to ensure the team can deliver satisfactory customer service and contribute to achievement of various prescribed service targets.
• To review the solutions for the cases handled by team members and give advice on complaint handling and offer effective solutions to ensure minimal impact to the operation.
• To monitor escalation cases from retail and referral cases from head office.
• To ensure the team operates in compliance with all internal and external regulations and guidelines.
• To motivate and encourage the team to provide satisfying solutions to customers in a professional manner.
• To review, analyze and recommend strategies to drive the performance of Call Centre.
• To identify training needs, develops and executes service plans effectively for continuous improvements.

To succeed in this role

• Degree holder or above with minimum 8 years’ relevant experience in customer service management area, especially on complaint handling.
• Excellent communication and interpersonal skills to collaborate with stakeholders at all levels of the organization.
• Strong analytical, problem-solving and decision making skills.
• Ability to demonstrate flexibility and resiliency in the face of changing work requirement.
• Capability of liaising, influencing and negotiating with a diverse range of internal and external stakeholder.
• Proficiency in written and spoken English, Cantonese and Mandarin.
• Candidate with less experience will be considered as Assistant Manager.