Service Center Supervisor

We are currently looking for a Floor Manager for the service center of a well-known mobile communication product manufacturer. Reporting to the Operations Manager, this role will involve setting up standard operating procedures and to assist in the training and management of employees. Applicants must be able to demonstrate a record of achievement in meeting targets and deadlines and delivering leading standard of customer service. Strong organizational skills and the ability to influence at all levels are all essential for the role. 

Responsibilities:

·  Report to the Operation Manager to supervise 10 to 15 customer service officers at a service center

·  Ensure the KPIs such as customer waiting time and customer satisfaction index are met

·   Formulate the man power plan according to the repair volume and manage the daily traffic at the service center.

·  Coach the team members and enhance their job skills

·  Promote and maintain a high level of customer satisfaction

· Prepare daily reports like sales report and various reports as per management’s instruction

· Handle customer complaints proactively

· Work closely with the technical team to ensure quality service delivery

·  Assist the operation manager in gathering and consolidating market and competitor information

Job Requirements

· Tertiary education level with at least 5 years’ customer service experience in handling frontline customers and correspondence, of which 3 years in supervisory level.

· Exposure in telecommunication industry would be an advantage

· Good team player and leadership skills

· Initiative, organized and service-oriented

· Pleasant and courteous personality

· Sound decision making and problem solving

· Good knowledge of Microsoft Office and Chinese word processing, e.g. MS Word, MS Excel, MS Powerpoint and MS Access

· Good command of spoken and written English and Chinese, both Cantonese and Putonghua