Lead and supervise the team to deliver telephone booking ticketing services, handle customer enquiries and complaints;
Responsible for overall service strategy - set direction, develop framework, roadmap and process reengineering;
Formulate and establish customer services’ standard policies and guidelines;
Liaise with potential corporate clients to develop new businesses for call centre services;
Ensure service deliveries achieve agreed SLAs with corporate clients;
Explore new initiatives/ cooperative platform and supervise the implementation of marketing, promotion and brand building campaigns;
Planning, organizing and implementing special film programmes, film festivals and events in cinema;
Review and streamline different operation procedures to improve operational efficiency and effectiveness of the call centre and maintain customer satisfaction;
Work closely with other departments for new event launching and testing new functions on ticketing system;
Handle customer complaints, identify root cause of the problem and suggest improvement plan;
Coach, develop and motivate team members to ensure the business is executed in line with Company’s direction and procedures;
Monitor and improve the quality of customer services;
Prepare data analysis, regular management reports and recommendations for senior management;
Manage resource planning and forecasting to cope with changing environment and future development;
Handle ad hoc assignments as required.
Degree holder or above;
At least 10 years’ experience in customer services field with 5 years managerial/supervisory experience in call centre operation;
Proven negotiation, analytical skill and problem solving technique;
Independent, attentive to details, with positive working attitude;
Strong planning, organization and time management skills;
Proactive, customer-oriented, with strong interpersonal and communication skills;
Good command of English and Chinese in both spoken and written; proficiency in Putonghua would be a definite advantage.
We offer attractive remuneration based on experience and potential, 5-day work, and the opportunity to grow with an exciting company. Please apply with full resume, contact details and expected salary to [via CTgoodjobs Apply Now ]
Personal data will be collected for recruitment purposes and a copy of our Personal Information Collection Statement will be provided upon your request. We may transfer your personal data to other associated companies within the Lark International Group Limited which have other suitable vacancies.
Cityline (Hong Kong) Limited, www.cityline.com, is an IT solution provider, specializing in e-commerce transaction applications. Cityline has been providing IT solutions to ticketing agency, cinemas, event organizers and theme parks for the past 20 years. One of our long term customers is the largest ticketing service provider in Hong Kong. Cityline has been awarded Hong Kong’s Most Valuable Companies’ Trophy of Excellence – the Most Reliable Ticketing and Payment Services.
To cope with our company’s continuous expansion, we are looking for high caliber professionals to fill the following position: