Assistant Manager – Customer Service Centres (Permanent/2-Year Contract) 助理經理-客務中心 (長期/兩年合約) (本項職位空缺只備英文版本) - 704 - CLP

一般資料

職位名稱

Assistant Manager – Customer Service Centres (Permanent/2-Year Contract) 助理經理-客務中心 (長期/兩年合約) (本項職位空缺只備英文版本)

國家/地區

香港特别行政區

地區

沙田

公司

中華電力有限公司

業務部

Customer Success & Experience

部門

Customer Experience

處

Customer Services & Support

職級

中層

聘用形式

全職, 合約

日期

06-01-2023

工作描述和要求

Applications are now invited to fill the following vacancy in the Customer Experience Department. Reporting to Principal Manager – Customer Services & Support, the candidate is required to carry out major duties as follows:

• Lead & manage customer services staff to deliver day to day customer service to achieve set objectives and provide quality services to customers

• Plan and manage frontend customer service operations for all Customer Service Centres to ensure prompt, efficient and effective resolution of operational problems and customer complaints

• Drive product and services development or enhancement based on customer feedback and data analytics to improve traffic, improve engagement, operational efficiency & uplift customer satisfaction

• Exercise customer journey thinking and superior UX design for better customer engagement

• Identify suitable digital technologies and channels and apply them to Customer Service Centres for self-services and migration of routine transaction to digital channels

• Provide advice and feedback on product sourcing and incentive offers

• Ensure adequate provision and proper functioning of operational facilities to all line staff to optimize the performance of staff and responsible for the shop renovation, decoration and civil work

• Contribute to sales growth by the sales initiatives, and driving cross-selling

• Support the development and execution of digital transformation strategy to drive digital adoption & migration of transactions to online channels

• Foster digital mindset and innovative culture in line with the company’s values as well as providing excellent customer services in a cost-efficient manner

Requirements:

• A recognised degree in business or related discipline(s). Qualification or certificates in human resources / training and development discipline would be an added advantage

• At least 8 years’ relevant work experience (with 4 years in supervisory/managerial capacity) in retail or customer facing channels

• Excellent interpersonal and influencing skills and capable of establishing excellent working relationships with stakeholders at all levels

• Proactive and demonstrated team leadership, analytical, and presentation skills

• Passion for customer services and ability to provide innovative solutions

• Fluency in spoken Cantonese and English as well as good writing skills in Chinese and English

• Proficiency in SAP/CRM systems, the application of computer software including Words, Excel, PowerPoint, Access and Chinese typing

• Having a good understanding of operations and organization of call centre and customer service centre is a plus

Please apply by clicking the button “Apply” for application giving a detailed C.V., including career history, current and expected salary, major achievements and personal attributes on or before 9 February 2023.

Applicants not invited for interview within 6 weeks from the closing date may assume their applications unsuccessful.

Information provided will be for recruitment purpose within the CLP Group and only short-listed candidates will be contacted. We comply with all applicable laws and regulations of HKSAR in handling applications. For details of the Personal Information Collection Statement, please visit our website: http://clp.to/engPICS.

For further information on our company, please visit our website: https://www.clpgroup.com/