Manager, Customer Services

Booking Operations Management

• Oversee daily booking processes to ensure accuracy, efficiency, and customer satisfaction.
• Monitor KPIs related to booking volumes, turnaround times, and service quality.

Chatbot Optimization

• Lead the design and integration of chatbot solutions for customer inquiries.
• Collaborate with IT and product teams to enhance chatbot scripts, workflows, and escalation paths.
• Analyze chatbot performance metrics and implement improvements to increase resolution rates.

Service Top-Up Initiatives

• Develop and manage strategies to promote service top-ups and add-on offerings during the booking process.
• Train customer service representatives to identify upsell opportunities and deliver value-added solutions.
• Track and report on incremental revenue generated through top-up services.

Customer Experience Leadership

• Ensure seamless customer journeys across digital booking channels.
• Handle escalations and complex cases with professionalism and empathy.
• Implement feedback loops to continuously improve service delivery.

Team Management

• Lead, coach, and develop a team of customer service representatives.
• Foster a culture of accountability, innovation, and customer-centricity.
• Conduct regular training sessions on digital tools, chatbot usage, and upselling techniques.

Requirements

• Degree holder is preferred
• Minimum 6 years working experience with at least 3 years of relevant experience in healthcare industry
• Proficiency in PC knowledge
• Demonstrate effective communication skills, especially in English and Chinese

Benefits

• Health Plan
• Pension Plan
• Work From Home
• Training & Development
• Performance Bonus