Job Responsibilities:

• Sustain the Tier-1 hotline operation to fulfill customer contract requirement and scope of work.
• Maintain a positive attitude while leading a team of around 7+ more service agents in an efficient and productive manner.
• Enhance/updating operating procedure and a marketable service improvement continually.
• Fulfill all contract scope and ensure sure all overcharges have been arranged on-time.
• Create and delivery monthly, weekly, daily report on-time that based on services contract scope from customer.
• Good Communicate between support team, Service manager, operation manager and customer to make best benefits for each party.
• Resource arrangement for contract scope, non-office job, regular tasks, leave arrangement and Ad-hoc request.
• Arrange new joiner training and fulfill regular training to team.
• Handling customers complaint and commit the services improvement.
• Attend customer service review meeting when necessary.

Job Requirements: 

• Diploma or above education
• Good Cantonese, English and Mandarin for communication and documentation.
• At least 3 years, working knowledge of helpdesk operation. (for Senior helpdesk agents)
• At least 5 years, working knowledge of helpdesk operation. (for Senior helpdesk agents)
• Must be an excellent communicator and speaker both online in written interactions, and face-to-face customer service interactions.
• Better have people management experience more than 2 years (for Supervisor role)

*** Please provide your expected salary in your CV for reference ***

Interested party, please send your details resume with current and expected salary to our Human Resources Department by email to hro.admin@ecfix.com. All information provided will be treated in strict confidence and used solely for recruitment purposes. The resume will be retained for a period of two years for future recruitment purposes within our group and clients.