Customer Services Manager - FT Life
21 April, 2020
Job Description Manage HK hotline teams & coordinate offshore centers in daily operation to ensure accurate ordering & completion of customer request cases that meet KPIs & financial objectives Maintain roster schedule & agent productivity to ensure adequate manpower for business needs Accomplish people development including recruitment, orientation, training, job assignment & coaching, counseling & disciplining agents with call monitoring & regular performance review to enforce policies & procedures and quality assurance Monitor contact center system performance & improve operation efficiency with system & process adjustments; perform user acceptance tests for installation upgrades, system audits & coordinate business continuity plans & executions Provide accurate & timely reporting of daily performance with trend & issue analysis & forecast to Head of CS and the management Keep abreast of professional & technical knowledge by tracking emerging trends in contact center technologies & state-of-the-art practices with active participation in the deployment of various platforms CRM, chat & integration of contact center system & Oracle Cloud Job Requirements Welcome Fresh Graduates IIQE 1 and 3 holders Solid background in customer acquisition, re-engagement & retention Able to work independently under pressure & priorities multiple tasks Energetic, well-organized, self-motivated, analytical mind & result oriented Excellent written and spoken English and Chinese Hands-on skills in MS Excel, Word & PowerPoint and Chinese Word Processing Good communication, presentation and interpersonal skill
FTLife Insurance Company Limited is one of Hong Kong's most well-established life insurance companies and a wholly-owned subsidiary of NWS Holdings Limited. Capitalising on a heritage of professionalism and excellence in serving clients, FTLife seeks to become a leading insurance group in Asia.