Customer Service and Process Enhancement, Senior Manager / Associate Director
Full time
na Eames Consulting
no
Hong Kong
Publicado em April 24, 2024
Detalhes do emprego
Job Description 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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Global Edulink, as a leading training course provider in the UK, have created this excellent course which will allow you to improve your Customer service skills and demonstrate to employers and recruiters that you are able to provide customer service duties to the highest standards.<br /> <br /> The Diploma in Customer Service will develop knowledge and skills in key areas such as how to deliver the best customer service, customer retention, resolving customer problems, business principles, and managing your own performance and professional development.<br /> <br /> This qualification is aimed at those already working in a wide variety of customer service settings such as hotels, banks, contact centres, restaurants and retail ; Learners will typically have responsibility for organising the delivery of customer service, resolving customer problems, managing team performance etc.<br /> <br /> <strong>Course Curriculum</strong><br /> <br /> <strong>1. Customer service principles</strong> <ul> <li>The Value of Customer Good Service</li> <li>Enhancing Customer Relationship</li> <li>Dealing with Customer Expectation</li> <li>Problem Solving</li> <li>Success of Customer Service</li> </ul> <strong>2. Customer service essentials</strong><br /> <br /> <strong>3. Setting customer service goals & objectives</strong><br /> <br /> <strong>4. Communication skills for customer service</strong><br /> <br /> <strong>5. Customer service techniques</strong> <ul> <li>Customer Awareness</li> <li>Improving Your Customer Service Leadership</li> <li>Building Teamwork for Customer Service</li> </ul> <strong>6. How to manage customer service team</strong> <ul> <li>Managing Customer Service Quality</li> <li>Improving Service Delivery</li> <li>What is Good Customer Service</li> </ul> <strong>7. Improving your customer service leadership</strong><br /> <br /> <strong>8. Leading customer service team</strong><br /> <br /> <strong>9. Team working and team building</strong><br /> <br /> <strong>10. Handling customer complains</strong><br /> <br /> <strong>11. How to work with unhappy customers</strong> <ul> <li>Dealing with Angry Customers</li> <li>Learning from Angry Customers</li> </ul> <strong>12. How to gain back lost customers</strong><br /> <br /> <strong>13. Telephone techniques</strong><br /> <br /> <strong>14. Telephone etiquette</strong><br /> <br /> <strong>15. Telephone customer service</strong><br /> <br /> <strong>16. Power of telephone courtesy</strong><br /> <br /> <strong>17. Internal customer service</strong><br /> <br /> <strong>18. Customer service at call centres</strong> <ul> <li>The CSR – A Powerful Choice</li> <li>Getting the Professional Edge</li> <li>All Important Customers</li> <li>Building Your Skills</li> <li>Building Your Skills with Technology</li> <li>Managing your Attitude</li> </ul> <strong>19. Social intelligence</strong><br /> <br /> <strong>20. 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In the Level 3 Diploma in Office Admin and Customer Service course, you will know all the necessary methods for administrating an office along with excellent customer service.<br /> <br /> <strong>Course Highlights</strong><br /> <br /> The price is for the whole course including final exam – no hidden fees<br /> Accredited Certificate upon successful completion at an additional cost<br /> Efficient exam system with instant results<br /> Track progress within own personal learning portal<br /> 24/7 customer support via live chat<br /> Level 3 Diploma in Office Admin and Customer Service has been given CPD and IAO accreditation and is one of the best-selling courses available to students worldwide.<br /> This valuable course is suitable for anyone interested in working in this sector or who simply wants to learn more about the topic. 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In the Level 3 Diploma in Office Admin and Customer Service course, you will know all the necessary methods for administrating an office along with excellent customer service.<br /> <br /> <strong>Course Highlights</strong><br /> <br /> The price is for the whole course including final exam – no hidden fees<br /> Accredited Certificate upon successful completion at an additional cost<br /> Efficient exam system with instant results<br /> Track progress within own personal learning portal<br /> 24/7 customer support via live chat<br /> Level 3 Diploma in Office Admin and Customer Service has been given CPD and IAO accreditation and is one of the best-selling courses available to students worldwide.<br /> This valuable course is suitable for anyone interested in working in this sector or who simply wants to learn more about the topic. 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Hiring company
Eames Consulting
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