Customer Care Operations Manager

5 days ago

Hong Kong Island, Hong Kong SAR China Allianz Worldwide Partners (Hong Kong) Limited Full time

Responsibilities Deliver quality services to resolve customer enquiries and complaints from both telephone and online channels in a customer‑centric and professional manner. Take immediate actions towards potential customer complaints and provide constructive advice for continuous improvement. Consolidate customers’ feedback from all channels and prepare regular investigation reports on Customer Satisfaction for management review. Prepare training materials and guidelines, and deliver training to the team on job knowledge and customer service skills. Review and enhance service processes and coordinate ad‑hoc projects related to the improvement of the quality and productivity of the Customer Care department. Perform other ad‑hoc tasks assigned by the manager as needed. Responsible for quality monitoring and enhancement, including agents’ performance and contractual KPIs. Work closely with workforce management specialists to ensure resource planning aligns with forecast business volumes, seasonality/trends, and expected service levels. Collaborate with all relevant departments/entities to ensure daily operations stay on track. Lead and be responsible for operation figures reporting and analysis, monitoring daily, monthly, and annually. Required Qualifications Minimum 6 years of relevant working experience in hotline or customer services, including 2 years at a supervisory level, with a proven track record of meeting and surpassing service KPIs, productivity, and customer experience improvements in a Contact Centre BPO industry. Over 1 year of management experience of cross‑border or cross‑country customer service teams is a must. Customer‑obsessed, determined, detail‑oriented, and able to endure a high‑pressure work environment. Strong business sense, able to translate business needs into service designs and operations management tactics to meet collective business objectives. Solid people‑management experience, with a track record of setting up or transforming customer service teams. Familiarity with the general insurance industry, including possession of an IIQE qualification, would be an advantage. Team player who can work professionally under minimal supervision, self‑driven, and able to establish a proactive ownership mindset within the customer service team. Fluent in spoken and written English, Chinese, and Mandarin. Proficient in MS Office applications, including Word, Excel, PowerPoint, and Chinese processing. #J-18808-Ljbffr

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