Customer Service Manager (40k to 45k/m) 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.

Customer Service Manager (40k to 45k/m)

Our client is a listed Global Financial Service Group. They are seeking a Customer Service Manager. It is a newly created position for their Macau business extension.



Job responsibilities:

  • Lead and motivate the Customer Service Centre(s) team to ensure delivery of high quality results that would improve customer satisfaction, company reputation and standard of fulfilling regulatory requirement. Includes resource management particularly team development, talent pipeline and retention.

  • Provide advice and solutions to staff to resolve customer feedback cases thru effective discussion in timely manner.

  • Ensure the achievement of Customer Service Centre(s) performance KPIs (wait time, handling time, Customer Satisfaction score, etc) by providing regular monitoring, coaching and training. Provide a MI report and serve as an important tool for communicating the achievements and ongoing projects to the supervisor.

  • Assist in identifying service gaps (e.g. addressing inconsistency, inefficiencies, best practices, emerging trends, etc) of each touch point thru collecting teammates' sharing and feedback and proactively drive relevant departments (e.g. Policy Administration, Claims, Marketing, IT, FIN…etc) to improve customer experience.

  • Motivate and develop staff to build a high morale team so as to deliver top performance and to meet department objectives (e.g. turnover, average team morale score…etc). Establish relationships with Distribution Channels and customers, and fairly balance interests of the company, customer and sales.

  • Assist in improving operational efficiency and organizational effectiveness by challenging work practices and present opinions and recommendations on changes and initiatives to management.

  • Assist department in creating valued added strategy to uplift service quality and to support sales by implementing new initiatives for the purpose of generating more new business.



Job requirements:

  • University graduate.

  • Passed the Insurance Intermediaries Qualifying Examination (IIQE).

  • 8 years of experience in Customer Service Operations, in which 3 years in supervisory role.

  • Solid working experience in customer/sales service environment with complaint management exposure.

  • Strong customer service experience with different distribution channels and customer segments.

  • Excellent written/spoken Mandarin and good written/spoken Cantonese/English/Portuguese.

  • Good analytical and problem solving skills.

  • Able and enjoy to work with people of diverse backgrounds with strong interpersonal skills.

  • Highly organized self-starter, with the ability to meet tight deadlines.

  • Able to work independently under pressure and deal with difficult situations in a friendly manner.

  • Attentive to details.

  • Positive, pro-active and mature.

  • Customer focused and result oriented.

  • 職位要求

  • 中級管理層 
  • 所有澳門特別行政區地區, 澳門特別行政區 
  • 學士學位 
  • 銀行及金融服務業 
  • 客戶服務 (客戶服務) 
  • 08/10/2021 


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