Customer Service and Process Enhancement, Senior Manager / Associate Director
Full time
at Eames Consulting
in
Hong Kong
Posted on May 8, 2024
Job details
Job Description An MNC insurer is hiring a Service and Process talent to join their team to drive changes on system level and digital solutions. Job Duties:
- Support and develop programs and roadmaps to enhance the operation workflow of the customer service contact center
- Review, design and execute changes to internal process, eliminate redundant and manual tasks to drive digital process for the benefits of customer and staff experience
- Identify customer needs and expectation to revamp and modernize contact center systems
- Deign customer journey via IVR and Chabot to optimize the usage of self-serve functions and achieve process straight through
- Identify improvement opportunities and establish action plans for service and process transformation
- Work with internal and external parties to facilitate the implementation of initiatives
- Work with teamheads from different workstreams under contact center for capacity planning and workforce management
- Degree holder with 8+ years of experience in Financial Institution
- Background in customer journey design, contact center / operations management, digital transformation or process re-engineering
- Experience in insurance industry would be an advantage
- Excellent presentation and communication skills in English and Cantonese
- Strong problem solving, logical and structured, comprehend complex situations for effective solutions an alternatives
- Knowledge of Contact Centre technology, ie. Salesforce, Chatbot, Voice-bot, Live chat, Workforce Management tools would be an advantage
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The Office Skills for Customer Service is a comprehensive online qualification designed to prepare you for the workplace with modules focusing on practical techniques, knowledge, and expertise.<br /> <br /> <strong>COURSE DESCRIPTION</strong><br /> <br /> Designed and delivered by industry professionals, the Office Skills for Customer Service provides an engaging course of study through modules taught with videos, practical exercises, online study materials, and ;You will develop your understanding of best office administration and customer service practice, including role-specific skills in verbal and nonverbal communication, creating an office procedure guide, CRM and telephone ;You also improve your IT skills with units in Microsoft Excel, Word, and PowerPoint.<br /> <br /> <strong>COURSE DESIGN</strong><br /> <br /> The course is delivered through our online learning platform, accessible through any internet-connected device. There are no formal deadlines or teaching schedules, meaning you are free to study the course at your own pace.<br /> You are taught through a combination of <ul> <li>Video lessons</li> <li>Online study materials</li> <li>Mock exams</li> <li>Multiple-choice assessment</li> </ul> <strong>WHY STUDY THIS COURSE</strong><br /> <br /> Whether you’re an existing practitioner or aspiring professional, this course will enhance your expertise and boost your CV with key skills and an accredited qualification attesting to your knowledge.<br /> The Office Skills for Customer Service is open to all, with no formal entry requirements. All you need is a passion for learning, a good understanding of the English language, numeracy and IT, and to be over the age of 16.<br /> <br /> <br /> <strong>Course Curriculum</strong> <p> </p> Office Skills for Customer Service - Updated Version <ul> <li>Module 01: Personal Assistant</li> <li>Module 02: Admin Support</li> <li>Module 03: Administrative Management</li> <li>Module 04: Organisational Skills</li> <li>Module 05: Telephone Etiquette</li> <li>Module 06: Business Writing</li> <li>Module 07: Time Management</li> <li>Module 08: Body Language and Effective Communication</li> <li>Module 09: Meeting Management</li> <li>Module 10: Excel Basics</li> <li>Module 11: PowerPoint Basic</li> <li>Mock Exam</li> <li>Final Exam</li> <li>Office Skills for Customer Service - Old Version</li> <li>Admin Support</li> <li>Administrative Management</li> <li>Organisational Skills</li> <li>Customer Relations and Dealings</li> <li>Customer Service: Telephone Etiquette</li> <li>Customer Relationship Management</li> <li>Microsoft Office Word</li> <li>Microsoft Office Powerpoint</li> <li>Microsoft Office Excel</li> </ul> ', 'outline' => '', 'who_should_take_this_course' => '', 'career_path' => 'Customer Service Engineer,Customer Service Specialist,Customer Service /Optometrist,Customer Service Agent,Manager, Customer Service Centre,Customer Service Officer', 'eligibility' => '<br /> The Customer Service Skills Course is open to all, with no formal entry requirements. 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The Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality bundle can help you improve your CV, wow potential employers, and differentiate yourself from the mass.<br /> <br /> This <strong>Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality</strong> course provides complete 360-degree training on Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality. You’ll get not one, not two, not three, but twenty-five Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality courses included in this course. Plus Studyhub’s signature Forever Access is given as always, meaning these Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality courses are yours for as long as you want them once you enrol in this course<br /> <br /> <strong>This Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality Bundle consists the following career oriented courses:</strong> <ul> <li>Course 01: Hotel Concierge Certification</li> <li>Course 02: Professional Certificate in Front Office</li> <li>Course 03: Receptionist Diploma</li> <li>Course 04: Customer Service Manager Training and Front Desk Certification</li> <li>Course 05: Customer Service Management: Recovering Difficult Customers</li> <li>Course 06: Complete Customer Service and Communication Skills</li> <li>Course 07: Retail Customer Service & Effective Customer Targeting</li> <li>Course 08: Customer Relationship Management</li> <li>Course 09: Complaints Handling for Customer Care: Best Practices</li> <li>Course 10: Phone-Based Customer Service</li> <li>Course 11: Service Helpdesk & Technical Support Course</li> <li>Course 12: Call Centre Training: Excelling in Customer Service and Communication</li> <li>Course 13: Diploma in Customer Service & Handling Complaints</li> <li>Course 14: Know Your Customer (KYC)</li> <li>Course 15: Customer Service Fraud Officer</li> <li>Course 16: Effective Communication Skills Diploma</li> <li>Course 17: Help Desk Training</li> <li>Course 18: Professional Skills for Hotel Management Training</li> <li>Course 19: Hospitality Management</li> <li>Course 20: Professional Crisis Management Certificate</li> <li>Course 21: Marketing Strategies for Business</li> <li>Course 22: Conflict Resolution</li> <li>Course 23: Decision Making and Critical Thinking Online Course</li> <li>Course 24: Hospitality Compliance Management Course</li> <li>Course 25: Customer Service & Environment</li> </ul> <strong>Description</strong><br /> <br /> The <strong>Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality</strong> course has been prepared by focusing largely on Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality career readiness. It has been designed by our Customer Service for Hospitality specialists in a manner that you will be likely to find yourself head and shoulders above the others. For better learning, one to one assistance will also be provided if it’s required by any learners.<br /> <br /> The <strong>Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality</strong> Bundle is one of the most prestigious training offered at StudyHub and is highly valued by employers for good reason. This bundle course has been created with twenty-five premium courses to provide our learners with the best learning experience possible to increase their understanding of their chosen field.<br /> <br /> This <strong>Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality</strong> Course, like every one of Study Hub's courses, is meticulously developed and well researched. Every one of the topics is divided into Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality Elementary modules, allowing our students to grasp each lesson quickly.<br /> <br /> The <strong>Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality</strong> course is self-paced and can be taken from the comfort of your home, office, or on the go! With our Student ID card you will get discounts on things like music, food, travel and clothes etc.<br /> <br /> <strong>In this exclusive Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality bundle, you really hit the jackpot. 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our online learning platform. The Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality bundle can help you improve your CV, wow potential employers, and differentiate yourself from the mass.<br /> <br /> This <strong>Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality</strong> course provides complete 360-degree training on Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality. You’ll get not one, not two, not three, but twenty-five Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality courses included in this course. Plus Studyhub’s signature Forever Access is given as always, meaning these Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality courses are yours for as long as you want them once you enrol in this course<br /> <br /> <strong>This Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality Bundle consists the following career oriented courses:</strong> <ul> <li>Course 01: Hotel Concierge Certification</li> <li>Course 02: Professional Certificate in Front Office</li> <li>Course 03: Receptionist Diploma</li> <li>Course 04: Customer Service Manager Training and Front Desk Certification</li> <li>Course 05: Customer Service Management: Recovering Difficult Customers</li> <li>Course 06: Complete Customer Service and Communication Skills</li> <li>Course 07: Retail Customer Service & Effective Customer Targeting</li> <li>Course 08: Customer Relationship Management</li> <li>Course 09: Complaints Handling for Customer Care: Best Practices</li> <li>Course 10: Phone-Based Customer Service</li> <li>Course 11: Service Helpdesk & Technical Support Course</li> <li>Course 12: Call Centre Training: Excelling in Customer Service and Communication</li> <li>Course 13: Diploma in Customer Service & Handling Complaints</li> <li>Course 14: Know Your Customer (KYC)</li> <li>Course 15: Customer Service Fraud Officer</li> <li>Course 16: Effective Communication Skills Diploma</li> <li>Course 17: Help Desk Training</li> <li>Course 18: Professional Skills for Hotel Management Training</li> <li>Course 19: Hospitality Management</li> <li>Course 20: Professional Crisis Management Certificate</li> <li>Course 21: Marketing Strategies for Business</li> <li>Course 22: Conflict Resolution</li> <li>Course 23: Decision Making and Critical Thinking Online Course</li> <li>Course 24: Hospitality Compliance Management Course</li> <li>Course 25: Customer Service & Environment</li> </ul> <strong>Description</strong><br /> <br /> The <strong>Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality</strong> course has been prepared by focusing largely on Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality career readiness. It has been designed by our Customer Service for Hospitality specialists in a manner that you will be likely to find yourself head and shoulders above the others. For better learning, one to one assistance will also be provided if it’s required by any learners.<br /> <br /> The <strong>Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality</strong> Bundle is one of the most prestigious training offered at StudyHub and is highly valued by employers for good reason. This bundle course has been created with twenty-five premium courses to provide our learners with the best learning experience possible to increase their understanding of their chosen field.<br /> <br /> This <strong>Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality</strong> Course, like every one of Study Hub's courses, is meticulously developed and well researched. Every one of the topics is divided into Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality Elementary modules, allowing our students to grasp each lesson quickly.<br /> <br /> The <strong>Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality</strong> course is self-paced and can be taken from the comfort of your home, office, or on the go! With our Student ID card you will get discounts on things like music, food, travel and clothes etc.<br /> <br /> <strong>In this exclusive Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality bundle, you really hit the jackpot. Here’s what you get:</strong> <ul> <li>Step by step Customer Service for Hospitality lessons</li> <li>One to one assistance from Customer Service for Hospitality Professionals if you need it</li> <li>Innovative exams to test your knowledge after the Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality course</li> <li>24/7 customer support should you encounter any hiccups</li> <li>Top-class learning portal</li> <li>Unlimited lifetime access to all twenty-five Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality courses</li> <li>Digital Certificate, Transcript and student ID are all included in the price</li> <li>PDF certificate immediately after passing</li> <li>Original copies of your Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality certificate and transcript on the next working day</li> <li>Easily learn the Customer Service for Hospitality skills and knowledge you want from the comfort of your home</li> </ul> <strong>Certification</strong><br /> <br /> For the First Course <ul> <li>CPD Accredited e-Certificate - Free</li> <li>CPD Accredited Hardcopy Certificate - Free</li> <li>Enrolment Letter - Free</li> <li>Student ID Card - Free</li> </ul> For other courses, <ul> <li>CPD Accredited e-Certificate - 25 AED (Per Course)</li> <li>CPD Accredited Hardcopy Certificate - 39 AED (Per Course)</li> </ul> ', 'outline' => null, 'who_should_take_this_course' => null, 'career_path' => 'Guest Service Agent,Hotel Receptionist,Front Office Associate,Concierge,Guest Relations Officer,Restaurant Server,Event Coordinator,Spa Attendant,Housekeeping Supervisor', 'eligibility' => 'To participate in this Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality course, all you need is — <ul> <li>A smart device</li> <li>A secure internet connection</li> <li>And a keen interest in Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality</li> </ul> ', 'school' => 'StudyHub', 'keywords' => 'customer service course,hotel customer service,customer service training,customer service courses online,hotel customer service training', 'location' => 'Online', 'duration' => 'Upto 125 Hours', 'timing' => null, 'cost' => null, 'discount' => '050% Off for Laimoon Users!', 'eligibility_criteria' => null, 'job_matching_keywords' => null, 'boosted' => '0', 'lang_code' => 'en', 'status' => 'active', 'auto_translated' => '0', 'objectives' => null, 'photo' => null, 'photo_cta' => null, 'video' => null ), 'Profile' => array() ) ) $job = array( 'Job' => array( 'id' => '43540175', 'contact_id' => '3773199', 'recruiter_id' => '74726', 'job_function_id' => null, 'title' => 'Customer Service and Process Enhancement, Senior Manager / Associate Director', 'vacancies' => null, 'job_type_id' => null, 'description' => null, 'pay_status' => 'Free', 'external_job_description' => '<b> Job Description </b> <br> <br> <br> An MNC insurer is hiring a Service and Process talent to join their team to drive changes on system level and digital solutions. <br> <br> <br> Job Duties: <ul> <li> Support and develop programs and roadmaps to enhance the operation workflow of the customer service contact center </li> <li> Review, design and execute changes to internal process, eliminate redundant and manual tasks to drive digital process for the benefits of customer and staff experience </li> <li> Identify customer needs and expectation to revamp and modernize contact center systems </li> <li> Deign customer journey via IVR and Chabot to optimize the usage of self-serve functions and achieve process straight through </li> <li> Identify improvement opportunities and establish action plans for service and process transformation </li> <li> Work with internal and external parties to facilitate the implementation of initiatives </li> <li> Work with teamheads from different workstreams under contact center for capacity planning and workforce management </li> </ul> Requirements: <ul> <li> Degree holder with 8+ years of experience in Financial Institution </li> <li> Background in customer journey design, contact center / operations management, digital transformation or process re-engineering </li> <li> Experience in insurance industry would be an advantage </li> <li> Excellent presentation and communication skills in English and Cantonese </li> <li> Strong problem solving, logical and structured, comprehend complex situations for effective solutions an alternatives </li> <li> Knowledge of Contact Centre technology, ie. 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Eames Consulting
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