Job ref no.: CT3116128-01#1606

Lifestyles Delivery Assistant Manager

International SOS Assistance (HK) Ltd

Job Responsibilities:

  • To directly lead, coordinate and drive the bespoke fulfillment of requests and services to the highest level of quality.
  • To drive performance with a mind-set of creating the best possible experience to all users of our Service Delivery unit.
  • To driving service and quality excellence across the team by supervising and supporting Lifestyles Concierge.
  • To work closely with QA department and ensure all quality initiatives are completed within advised schedule, eg Call Review, Case Audit, and Coach to Win
  • Work closely with Trainer in the training of new team, especially with on the job training
  • Monitoring the services being provided, ensuring that they are of a sufficiently high standard
  • Able to work with Service Provider for service recovery for related complaint cases
  • Monitor and manage the performance of the operations team and assisting with retraining, disciplining etc. as required
  • Handling irate customers and following up of complaints as required
  • To interface with clients when required and build up a working rapport
  • To constantly review and improve working process to achieve high efficiency
  • Support Concierge team to prepare statistical reports & analysis

Qualifications and Skills:

  • Experience in call centers, and/or hospitality industry will be an advantage
  • Experience working at a supervisor level for minimum 5 years
  • Experience in a management role of call centre operational department (minimum 10 people)
  • University graduate
  • Excellent spoken and written English, Cantonese & Mandarin (Trilingual) skills
  • Ability to express ideas concisely and clearly, orally and in writing

Interested candidates are invited to email your detailed resume and expected salary by clicking Apply Now. We will offer competitive package and ongoing training to the right candidate.

For more information on our company, please visit:

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More job information
Job ref no. CT3116128-01#1606
  • N/A
Job Function
Employment Term
  • Permanent
  • Full-time
  • 0 year - 5 years
Career Level
  • Non-management level
  • N/A