Description

Summary:
The senior Advisor oversess the team, ensuring efficient, and accurate. This leadership role involves managing team performance, implementing process improvements, and ensuing exceptional service delivery while aligning with Goals and Regulatory standards.

List of Duties:
Supervise and lead the Team with setting performance goals and monitoring KPIs
Handle the complex case escalated by representative
Collaborate with HK Team to resolve the issues
Make appropriate recommendations to meet customers' expectation
Provide guidance and support to facilitate Representatives in service delivery and daily operations, resolve complex member enquiries and handle complaints escalated from Representatives.

Professional Experience:
With 3 - 5 years of call centre experience, including 2 years of experience in people manager
Good interpersonal and problem-solving skills
Good team player with strong commitment in delivering quality customer service
Responsible, well organized and attention to details
Proactive, mature, positive and decisive
With Professional telephone manner