As Customer Contact Assistant Manager your primary focus will be managing the overall customer service function and planning capacity of yuu Contact Centre.

This strategic role is responsible for, including but not limited to, customer contact forecasting and workforce planning, Supplier KPI / SLA review and management, vendor management and management of incidents.

You will also work with internal teams and vendors to deliver projects that improve customer experience and operational efficiency. Strong communication skills and attention to detail is a must in this role.

Is this your next challenge in Customer Service ?

The challenge is to:

• Oversees contact centre day to day operations of yuu and MP+ contact centre
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  • Monitor contact centre SLA on a daily basis
  • Taking control of any incidents which needs to be managed within the contact centre, putting in place contingency measures are required to ensure customer needs are met
  • Liaise with internal and external stakeholders to maintain operational excellence and deliver exceptional customer service across all touchpoints
• Quality assurance of contact centre service delivery
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  • Conduct weekly QA meeting to review agent’s case handling and ensure consistency in our customer service standards and the highest level of customer satisfaction
  • Prepare contact centre performance reports and provide insights on operational inconsistencies, recommending performance improvement initiatives, and supporting data-driven decision making
  • Supervise the creation of training materials for the new customer service platform and conduct ongoing quality assessments of the new joiner training program
• Responsible to maintain all aspects of yuu’s customer service policies and procedures
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  • Develop Ways of Working (SOP) and Work Instructions (WI) on all operational workflows, and ensure compliance with internal and external regulatory requirements
  • Create Operation Support Guides for all internal banners and external partners; review and update on a quarterly basis
  • Maintain and uphold all aspects of yuu's customer service policies and objectives, aligning them with the company's vision and values
• Fraud reporting
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  • Monitor fraud reporting dashboards and review daily report
  • Liaise with partners’ CS teams on fraud investigation
  • Review and update SOP and WI on a monthly basis
• Incident management
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  • Liaise with internal teams and partners’ CS teams to resolve complaints / IT incidents
• Support the delivery of contact centre related projects
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  • Coordinate with Customer Contact Manager to provide support the execution of marketing campaigns, projects including contact centre resource planning and briefing, update on relevant SOP, WI, FAQs and T&Cs, support on fulfilment
  • Support ad hoc customer service duties

Do you have experience in Customer Content Centre ?

• Tertiary educated with 6+ years relevant working experience and at least 3 years of experience in a leadership capacity
• Experience in call centre and/or customer service is a must
• Experience in retail industry is an advantage
• A well-organised, process orientated team player with a passion for problem solving
• Seek accuracy with a strong attention to detail
• Ability to operate under pressure, prioritize task and meet tight deadlines
• Strong verbal and written communication skills in English and Traditional Chinese
• Computer literate – Proficient in MS Office, especially PowerPoint and Excel with excellent presentation skills