Responsibilities:
- Supervise and lead the IT Service Desk team, providing guidance, training, and support to ensure efficient operations and exceptional customer service.
- Monitor and report on the performance of the IT Service Desk team, including key metrics such as response time, resolution time, and customer satisfaction.
- Set performance targets, provide feedback, and conduct training sessions.
- Foster a positive work environment and promote teamwork.
- Handle customer inquiries, complaints, and service requests promptly and professionally.
- Monitor activities to ensure adherence to service standards.
- Identify areas for improvement and implement strategies for customer satisfaction and service efficiency.
- Analyze feedback and recommend process improvements.
- Resolve escalated customer issues and collaborate with other departments for complex problems.
- Maintain records of interactions and escalate unresolved issues.
- Prepare and present performance reports to senior management.
- Analyze data, identify trends, and develop action plans.
- Implement measures for consistent service delivery and adherence to standards.
- Conduct quality audits, provide feedback, and monitor customer satisfaction surveys.
Requirements:
- High Diploma in Computer Science or related disciplines.
- 5-10 yr exp in a supervisory or team lead role within an IT service desk environment.
- Provide customer service and handle customer inquiries and complaints.
- Supervise a team of customer service representatives.
- Tactfully and assertively address customer complaints with a professional approach.
- Utilize analytical and critical thinking skills to identify and resolve issues.
- Motivate and organize the team to ensure customer satisfaction.
- Maintain a high level of proficiency in English and Mandarin.
- Demonstrate excellent literacy in MS Office applications.
- Candidates with more experience may be considered as the Assistant Customer Service Manager position.
.
***Permanent Hong Kong Resident is preferred. Expected Salary in CV is needed for consideration***
All information provided will be treated in strict confidence and used solely for recruitment purposes. The resume will be retained for a period of two years for future recruitment purposes within our group and clients