Responsibilities:

• Provide guidelines, coaching, monitoring and quality assurance to ensure all CREs are performed in high quality.
• Assist customer service agents with complex queries
• Work proactively with management in resources utilization and cost minimization, and recommend process improvements and feedback to improve quality and services
• Enrich and develop staff knowledge and customer handling skills, encourage staff to think outside of job parameters and facilitate team members in handling complex enquiries
• Analyse/resolve the escalated complaints and complex customer enquiries
• Interface with Outbound Member Relations Team to ensure streamline processes and premier service delivery to members
• Review the template library regularly in aligned with ongoing changes
• Evaluate the benchmark measurement & monitor the productivity / effectiveness of teams performance to ensure the turnaround time and KPI should be met, and all procedures and handling are aligned with client requirement
• Consolidate and feedback member's comments for service improvement and review

Requirements:

• Degree or post-secondary graduate or above
• At least 5 years’ experience in customer service
• Excellent customer service mindset, assertive and results-oriented towards customer service delivery
• Passionate and delivering customer service straight from the heart
• Excellent analytical, problem solving and decision making skills
• Written and verbal fluency in English and Chinese
• Cheerful and flexible with ability to inspire a team
• Quality conscious with mature personality
• Excellent communication skill in spoken and written English

ICLP offers attractive remuneration, benefit packages and excellent development and advancement opportunities. Please send full resume (MS word) with latest and expected salary by clicking Apply Now

You may lose the chance of an interview if you don’t provide the above required information. (Please note that only those short-listed will receive a reply). Learn more about ICLP at www.iclployalty.com