Operations Administrator

Main Purpose of role:

Responsible to update customer’s information under company's individual systems, handle customer (internal & external) enquires & assist on complain case, also handle small job quotations and some of sales debtors issue

Core Key Responsibilities / Accountabilities:

• Maintain accurate customer information in both existing systems
• Leading another customer care colleagues to handle customer complain, try to satisfy and fulfill customer requirement, to ensure relevant customers acknowledge, understanding company progressing of rectify action or investigation result pro-actively, also assist to communicate with  colleagues to ensure all customer problems have been forwarded to relevant departments and response was sent to customer’s property.
• Leading another customer care colleagues to maintain/ verification with  accurate customers (external) on billing amount/ information / billing address / installation address/contact information, once it has been agreed and confirmed by customer or / from management written
• Leading another customer care colleagues to communicate with immediate sales person / sale manager / if any needs, missing / doubt in renewal contract terms.
  To communicate/system updates with correct instruction / service terms according to the renewal contract requirement, make sure everyone is following the company policy / ISO requirements
• Approach customers 3’s month in advance for service contract renewal with aim to enhance customer satisfaction and retention
• Provide monthly statistic report to management review / analysis (such as service contract renewal figure, quotation figure, DLP expiration renewal figure)
• Observe the environmental, health and safety policy and regulations

Requirements :

• Form 5 /DSE or above
• At least 5 years work experience in customer service field
• Good communication skills and telephone manner; sound customer service skills
• Proficient in both spoken and written in Chinese and English
• Adpt in general computer system operation and/or call centre telephone system operation
• Patient and responsive, empathetic and customer-oriented, work-to-detail, responsible and reliable
• More experience will consider as Senior Operations Administrator