Our client, a well-known luxury brand is looking for a Call Centre Manager to lead their service centre team.

Responsibilities:
– Manage a team of trilingual (English, Cantonese, and Mandarin) customer service professionals to handle multi-channel customer enquiries and after-sales services
– Report to the top-management working together to develop and expand the team servicing the APAC region
– Respond to customer feedback and implement necessary actions to improve service and processes
– Monitor call capacity, quality, service levels etc. and implement action plans to meet required service levels
– Develop policies and procedures to ensure consistent delivery of customer service
– Provide team leadership, coaching, training and regular communication to team members
– Work closely with marketing, product, and other related teams, to develop latest trend, marketing, promotion and service strategies

Requirements:
– At least 5 – 7 years of management experience with Customer Service or Call Centre ideally in the retail / hospitality industry
– Must have excellent communication skills in Cantonese, English and Mandarin
– Strong team leadership and client relationship skills
– Regional / Global customer service experience would be an advantage

HK-based candidates highly preferred