Assistant Vice President , Customer Relationship Division

Job Requirements

• Degree with 10 years customer service or contact centre management experience
• Experience in managing relationship with high end customers would be an advantage
• Highly customer focused with a strong drive and enthusiasm to improve service excellence and customer advocacy
• Excellent leadership skills in developing and engaging a high performance team
• Proven abilities in operational improvement, organizational planning and project management
• Strong business sense with good analytical and problem solving skills
• Excellent communication and interpersonal skills.Benefits :
• Five-day work week / Free shuttle bus / Housing allowance / Life insurance / Medical insurance / Performance bonus Responsibilities :
• To formulate service delivery plans in alignment with the strategic and business priorities of Member Club and ensure key performance indicators for the teams are met;
• To promote service excellence culture and guide best practices to uplift first call resolution and customer advocacy and help reinforce the Telecom brand value;
• To develop Club Ambassador team to deliver professional concierge service and promote registration and hospitality at The Club events;
• To plan and direct manpower resources to ensure service standards are met and improve operational productivity and efficiency;
• To manage professional and efficient handling of service enquiries through email, live chat and the social media;
• To oversee handling of escalated customer feedback to ensure effective resolution, restore customer confidence and manage impact to brand and publicity;
• To retain, develop and motivate staff members to establish a happy, engaged and high performing workforce;
• To manage people development needs in mindset, knowledge and skills and formulate people development strategies and plans;
• To liaise and collaborate with internal parties to contribute customer focused input and feedback in service and product design and to ensure contact centre operation is in full alignment with business strategies and priorities;
• To drive continuous operational improvement to ensure effective and efficient service delivery as well as compliance to internal / external regulations and governance.