Assistant Customer Care Manager - Macau office Job in 客戶服務 in 所有澳門特別行政區地區 - Job Description


  • 公司名稱: MSS Recruitment

  • MSS Recruitment is largest and leading Executive Search & Recruitment Agency in Macau, providing many international and local companies operating in Macau with a 360° HR solution to support our clients' human resource strategies. MSS Recruitment owns, and hello-jobs weekly in Macau resulting in the largest candidate database ownership and market penetration which ensure the right candidates are sourced for each client.

    MSS Recruitment Limited enjoys excellent testimonies from our clients though our excellent service which builds positive word of mouth and referrals leading to its No 1 market position in Macau.

Assistant Customer Care Manager - Macau office


  • Assist Service Excellence Manager to enhance the overall competencies of individual CSOs by designing and conducting training programs that will boost staff performance.

  • Identity training needs by evaluating strengths and weaknesses.

  • Translate requirements into trainings that will assist individual CSO to improve the overall service standard.

  • Build and deliver coaching program according to regional standard.

  • Assess training effectiveness to ensure incorporation of taught skills and techniques into work behavior.

  • Periodically evaluate ongoing programs according to business needs.

  • Stay aware of the new trends in market and tools in staff coaching and development

  • Involve in daily call center operation such as handling incoming calls, managing soft complaints and escalated cases, collaborating with different departments to meet our SLAs

  • Achieve team's KPI and drive for improvement

  • Involve in ad hoc tasks


  • Min. 4 years of Call Center experience with at least 2 years in a supervisory role

  • Bachelor degree holder

  • Proven experience and knowledge on coaching

  • Proven ability to master the full training cycle

  • Good knowledge and experience in customer service

  • Familiarity with traditional and modern training methods and tools will be an advantage

  • Solid experience in insurance is preferable

  • Good analytical, negotiation and problem solving skills

  • Excellent spoken and written English and Chinese

  • 職位要求

  • 中級管理層 
  • 所有澳門特別行政區地區 
  • 四年工作經驗 四年工作經驗 
  • 學士學位 
  • 銀行及金融服務業 
  • 客戶服務 (客戶服務) 
    客戶服務 (熱線中心) 
  • 12/07/2019