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Team Head, Customer Experience [Attractive Package]
Conners Consulting Limited
October 15, 2020
Keep abreast of customer service market trend, capture voices of customers and conduct root cause analysis
Assist in formulating strategic initiatives that add value to customer experience and improve operational efficiency and organizational effectiveness
Conduct service quality assessments to monitor internal service standard. Provide training / coaching sessions to ensure compliance with internal guidelines/ regulatory standard and achievement of service excellence
Handle customer complaints / feedback and review internal workflows / procedures to identify service gaps. Recommend feasible / practical systems and service enhancement to meet / exceed customer expectations, thus, increase customer satisfaction, loyalty and advocacy
Lead and drive customer experience related projects
University graduate in business discipline
Minimum 10 years of working experience in pension / financial industry
Strong customer service experience, with at least 5 years of experience in a coaching / supervisory role
Good understanding of MPF & ORSO is a must
Passed MPF Intermediaries Examination and with SFC Licensed Representative qualification is a definite advantage
Sophisticated in service quality assurance, customer experience management and project management is an advantage
Strong initiative, positive thinking with excellent service mindset, innovative mind, problem-solving and interpersonal skills
Strong presentation skills with excellent verbal and written communication skills in English and Chinese. Fluency in Putonghua is an advantage.
Proficiency in PC skills such as Visco and MS excel
Interested parties please direct contact Ms Eppie Lee at 3997 3928 or contact eppie[at]connersconsulting[dot]com
Only shortlisted candidates will be notified. Applicants who are not contacted within two weeks may consider their applications unsuccessful. All data collected will be used for recruitment purpose only & will be used strictly confidential.
Conners Consulting Limited
2005 Kai Tak Commercial Building 317 Des Voeux Road Central Hong Kong Tel: (852) 3996 8090 Website: http://www.connersconsulting.com/