Senior Customer Service Executive

Job Responsibilities:

• Handle customer compliments, feedback, and complex complaints independently and with high empathy.
• Handle phone calls, WhatsApp, and email in a polite, efficient, and professional manner.
• Step in to assist teammates with highly challenging, sensitive, or complex customer calls, emails, and complaints.
• Support daily hotline operations, assist in mentoring team members, and ensure service workflows run smoothly.
• Conduct real-time monitoring of live queues to manage agent availability, wait times, and break schedules, ensuring strict compliance with operational KPIs.
• Act as the designated authority for processing specialized requests, policy exceptions, or high-value customer adjustments/refunds.
• Create, distribute, and manage the team's monthly and weekly work schedules, factoring in holiday coverage, peak call hours, and unexpected absences.
• Provide clear, accurate, and accessible information on medical procedures and service options to patients.
• Process and manage service refund, exchange, and cancellation requests in accordance with company policies and guidelines.
• Deliver high-quality service to patients and internal parties, ensuring a seamless experience across all business units.
• Extract monthly data regarding key hotline metrics (e.g., call volume, First Call Resolution, Average Handle Time).
• Organize and host regular team alignment meetings, prepare necessary materials, and distribute detailed minutes and actionable takeaways.
• Continuously update internal FAQs, scripting materials, databases, and patient tracking records to ensure the team has accurate, up-to-date information.
• Deliver constructive feedback and routine coaching sessions to baseline hotline teammates, highlighting operational areas for improvement.
• Perform ad-hoc duties as assigned.
• 5-day work week with alternate Saturdays required (Day shift: 09:00–18:00).

Job Requirements:

• Diploma holder or above in any discipline.
• Minimum 4 to 6 years of solid experience in customer service and complaint handling; experience in the healthcare industry is an advantage.
• Mature, reliable, and calm under pressure, with a strong sense of ownership and the ability to work independently with minimal supervision.
• Excellent interpersonal and multi-tasking abilities, with a supportive and proactive team mindset.
• Proficient in Microsoft Office applications and general computer literacy.
• Strong command of spoken and written Chinese (Cantonese and Mandarin) and English.

薪酬： $19,500.00至$23,000.00（每月）

福利：

• 有薪年假
• 有薪病假
• 產假

Work Location: 親身到場