Helpdesk Supervisor

3 days ago

Hong Kong Island, Hong Kong SAR China Swing Consulting Ltd. Full time

Sustain the Tier-1 hotline operation to fulfill each customer contract requirement and scope of work Maintain a positive attitude while leading a team of around 10+ more service agents in an efficient and productive manner Enhance/updating operating procedure and a marketable service improvement continually Monitor and re-arrange resource to make sure meet contract SLA of each customer Fulfill all contract scope and ensure sure all overcharges have been arranged on-time Create monthly or weekly services review report of each hotline/account internal review meeting monitoring Good Communicate between support team, Service manager, helpdesk manager and customer to make best benefits for each party Resource arrangement for contract scope, non-office job, regular tasks, leave arrangement and Ad-hoc request Arrange new joiner training and fulfill regular training to team Assist for new account transition and sourcing new agent to fulfill the services scope Handling customers complaint and commit the services improvement Attend customer service review meeting when necessary IT diploma or above education Better have team leader experience more than 4 years Good Cantonese and English for presentation and documentation Working knowledge of Windows computers, essential programs, helpdesk operation, servers’ platform and data center operation Must be an excellent communicator and speaker both online in written interactions, and face-to-face customer service interactions Demonstrated ability and proven track record of effective marketing campaigns and employee management Advantage for certificate of Office365, or any IT subject certificate #J-18808-Ljbffr

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