Lead - Customer Care Call Center (Senior Officer Grade) (客戶服務部高級主任- 熱線中心)

• Senior CS Officer(Hotline), Medical & Dental Plan
• Competitive remuneration package, AL up to 18 days
• Stable Working Environment, 3 mins to MTR

Responsibilities:

• Oversee the daily operations of the call center within the home appliance industry.
• Provide guidance to other subordinates and support to the team leader.
• Collaborate with the team in monitoring call center metrics and key performance indicators (KPIs).
• Handle customer inquiries or complaints and daily operations, ensuring prompt resolution and customer satisfaction, via different channels, such as email, phone calls and written letter etc.
• Handle inquiries in accordance with call center procedures and guidelines to provide the best customer experience.
• Work closely with other departments to address customer concerns.
• Supervise and coach junior staff.
• Maintain accurate records of call center activities and customer interactions for report preparation.

Requirements:

• A High Diploma / Associate Degree or above in any discipline.
• A minimum of 3 years of experience within a call center, with 2 years of supervised experience. Experience in the home appliance industry is a plus.
• Excellent leadership skills and the ability to motivate and inspire a team.
• Strong communication and interpersonal skills.
• Proficiency in using call center software and tools for monitoring performance metrics and generating reports.
• A positive mindset, resilience, and open-mindedness.
• Proficiency in PC software such as Excel, Word, English and Chinese typing skills is required.
• Strong problem-solving and critical thinking to address operational challenges and implement process improvements.
• Flexibility to work in Saturday shifts and adapt to changing business needs.
• Experienced in home appliance industry with be an advantage
• Immediate availability is preferred.

We offer:

• Discretionary Bonus
• Medical Benefits
• Dental Benefits
• Staff Purchase
• On-the-job Training
• Annual Leave 12 to 18 Days
• Birthday Leave and gifts
• Marriage Leave
• Study Allowance
• Buddy Programme
• Staff Activities (e.g. Company Picnic, Staff Party, Recreation Team)

Interested parties please send full resume with present and expected salary by clicking "Apply Now"

**Application without expected salary will not be considered**

Personal data provided by job applicants will be treated in strict confidence. All information will only be used for recruitment-related purposes.

Visit us at https://www.hitachi-homeappliances.com.hk/ for more information