(Assistant) Customer Care Manager

Job Summary

Major Tasks

• Be accountable for the quality of correspondence to customer feedback, ensuring the team tactfully handles enquiries, complaints, and requests to prevent severe impacts on customers or the Club.
• Monitor team performance, enrich staff knowledge, skills, and service levels. Improve productivity through regular coaching and guidance, sharing knowledge on handling sensitive cases to assure best practices
• Ensure customer voices are communicated to appropriate parties within the Club and work with related departments on product and service quality enhancement for customer satisfaction
• Prepare the Monthly Complaint Report and KPI tracking report, which includes analysis of customer feedback, problem identification, and recommendations for service improvement for management review
• Involve in planning and organizing major project launches, monitoring operational efficiency and effectiveness to provide feedback on user requirements with stakeholders
• Manage team to provide effective phone service, including inbound and outbound calls
• Maintain hotline-related systems setup and content, ensuring accurate information and service for customers
• Embrace changes in the working environment, recognizing the need for operational flow changes and leading the team to adopt these changes
• Represent the team in cross-department projects requiring hotline support
• Ensure compliance with Responsible Gambling Policy (RGP) and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club's business
• Undertake other duties as assigned by Line Manager

Education

Qualifications

Experience