Customer Service Manager

We are a professional IT solutions company and passionate about the latest technology (e.g. AI chat) and keep learning and experiment with pioneer projects.  We provide competitive salary package with benefits including 5-day work week, group medical insurance, birthday/ staff anniversary/ marriage/ annual leave/ full-paid sick leave and other benefits to the right candidates.

We are now looking for the experienced Customer Service Manager to join our dynamic Customer Service team.     As a Customer Service Manager, you will be responsible for:

• Manage and lead the customer service team to deliver exceptional support to our clients
• Develop and implement customer service policies and procedures to optimize efficiency and effectiveness
• Handle escalated customer inquiries and issues, providing timely and satisfactory resolutions
• Monitor key performance indicators (KPIs) to track service levels and identify areas for improvement
• Collaborate with cross-functional teams to enhance the overall customer experience
• Conduct regular training sessions to ensure the team is equipped with the necessary skills and knowledge
• Compile and analyze customer feedback to drive product and service improvements
• Study operation data, prepare and provide corresponding report with insights to top management for decision-making
• Stay up-to-date with industry trends and best practices in customer service management

You are required to have:

• Proven experience in a customer service management role within the IT industry
• Strong leadership skills with the ability to motivate and develop a high-performing team
• Excellent communication and interpersonal skills
• Analytical and results-oriented mindset with the ability to interpret data and make data-driven decisions
• Customer-centric approach with a passion for delivering exceptional service
• Bachelor's degree in Business Administration, Computer Science, or a related field. 
• Knowledge of Cloud Hosting and Internet service is definitely advantage

Interested parties please send us your full resume with portfolio and expected salary.

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