Job Description

Company Background

With the ever-growing business and tremendous volume of customers, our client, a leading MNC giant is hiring a Service Centre Officer within the customer service team, consisted of 8-15 representatives, to achieve service excellence and maintain clients' satisfaction by delivering high-quality solutions and support. The incumbent is required to optimize AI customer service system(Chatbot), handle client’s inquiries and improve service quality with service data analyses. 

Responsibilities:

• Regular management, maintenance of the Chatbot and consolidation of datas
• Conduct UAT testing for Chatbot
• Planning and formulating service flow of the Chatbot and drafting structured conversational processes (scenario-based conversation flow) based on product knowledge
• Enhancing efficiency and intelligence of Chatbot by curating and consistently updating the knowledge base 
• Handle customers’ inquiries via diverse channels management, including Phone, Live Chat, email and SNS platform in an efficient and professional manner
• Work closely with internal and external parties to ensure timely, efficient, and effective service to customers   
• Gather, consolidate, analyze, and report data on customer’s feedback or customer insights on core division for service improvement
• Support special or ad hoc projects to ensure the team runs smoothly
• Identify opportunities for product development and create action plans to maximize item sales for the company.

Requirements:

• Higher diploma or bachelor’s degree holder in business, hospitality or other relative discipline.
• Minimum 2-3 years working experience gained in customer service, membership, retail brand or property management industry
• Customer services oriented with good customer service skills and communication skills
• A good team player and desire to work in a team-oriented environment
• Outstanding ability at analytical thinking and problem solving 
• Excellent command of English, Cantonese, and Mandarin
• Good computer skills, especially MS Office, Excel

Interested candidate, please share your CV to gloria.ho@linksinternational.com or call Gloria at 3915 0224 for a further discussion.