Assistant Customer Service Supervisor (Cantonese speaking)

Assistant Customer Service Supervisor (Cantonese Speaking)
Location: MediaCityUK, M50

Shoalter Automation (UK) Ltd is recruiting on behalf of our parent company, HKTV Group.

Established in 1992, HKTV Group has extensive and successful experience in telecom market liberalisation and popularising advanced technology and applications. HKTVmall is the largest 24-hour online shopping mall in Hong Kong and a wholly-owned subsidiary of Hong Kong Technology Venture Company Limited.

HKTVmall provides one-stop shop services including online shopping, marketing & digital advertising, big data analysis, smart logistics & fulfilment as well as physical O2O stores, and to transform all business operations, trading, retail, finance and daily life onto a single digital online platform to establish a unique digital ecosystem.

To support our unprecedented and continued growth we are expanding our UK based operation in MediaCity to include a further Assistant Customer Service Supervisor who will join our established, dynamic and hard working Customer Service team.

Assistant Customer Service Supervisor Role & Responsibilities

• Supervising the Customer Service team with the development, implementation, and maintenance of programs to achieve operational KPIs such as customer satisfaction, rst-touch resolution, quality, productivity and case management.
• Creates daily accountability for agents regarding the customer service scorecard.
• Agent development Provide soft skill coaching and continued business knowledge training to build and maintain required skill sets.
• Assist in the on-job training of newly hired Service agents.
• Participates in the planning and evaluation of root cause issues to increase continuous improvement in the field, determine and identify trends and make appropriate, timely recommendations to management.
• Constantly trying to improve the customer experience by analyzing operational performance alongside your manager.
• Reviewing the current customer service operation and helping your manager set up new processes to streamline and improve the customer experience.
• Prepare productivity reports.
• Other duties and responsibilities as assigned.

Assistant Customer Service SupervisorRequirements & Qualifications

• Diploma holder with 5 years or above in customer service/ contact center industry; or with extensive years of relevant experience
• Minimum 2 years in supervisory level
• Strong ability to deal with difficult people with excellent complaint handling skills
• Excellent supervisory skills with demonstrated problem-solving capability and decision-making potential
• Strong prioritisng and multitasking skills to work within tight deadlines
• Good command of spoken and written Cantonese, Mandarin and English
• Proficient in computer skills, including MS Office and Chinese typing

• Shoalter Automation is a Direct Employer. We do not deal with Agencies.