Senior manager

• Provide team leadership, including recruiting, hiring, training, coaching, and prioritization for all customer service functions
• Manage and optimize the performance of the contact center team, ensuring efficient and effective operations
• Oversee call handling, chat interactions, WhatsApp support, and inbound sales processes
• Collaborate with cross-functional teams to define and deliver solutions that enhance customer satisfaction and meet business goals
• Monitor and improve KPIs related to customer service, such as response times, resolution rates, and customer satisfaction scores
• Implement quality monitoring requirements to ensure intent alignment and customer satisfaction goals
• Continuously evaluate and redesign processes to enhance customer service quality
• Proactively engage with business owners / key client contacts to align with their expectations
• Translate customer requirements into operational strategies and continuous improvement opportunities
• Advocate for quality improvement and interact with stakeholders at multiple levels

• Bachelor’s degree in a relevant field such as Business Administration, Marketing, or Customer Service
• Strong background in customer service operations, preferably in a contact center environment for at least 10 years. Telecommunication experience is a plus
• Familiarity with managing multichannel interactions (calls, chats, WhatsApp)
• Strong Knowledge and understanding of contact centre operations and technologies, including workforce management, call routing and performance metrics
• Experience in leading and developing a diverse team of customer service professionals in China
• Work under high pressure and have excellent leadership skills with the ability to motivate and inspire a high-performing teams
• Excellent communication skills to effectively interact with stakeholders at all levels
• Ability to collaborate and build effective relationships with stakeholders at all levels
• Strong problem-solving and decision-making abilities on finding effective solutions for complex customer issues and operational challenges
• Fluency in both Cantonese and English is required. Proficiency in Mandarin is a plus
• Willingness to travel as needed and oversee operations at different locations

Proficiency in Mandarin