276 Service Center Management jobs in Hong Kong

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We are seeking an experienced and dynamic professional to manage and lead call centre operations based in Hong Kong. The successful candidate will be responsible for overseeing the daily activities of the call centre, ensuring efficiency, optimising staff performance, and delivering outstanding customer service.

The right candidate will have a proven background in call centre management, excellent leadership skills, and a strong understanding of performance metrics and reporting. You will be expected to develop strategies to improve quality of service, productivity, and profitability, while maintaining a positive and motivated team environment.

Key Responsibilities:

• Manage and supervise daily operations of the call centre to ensure targets and service levels are consistently achieved
• Lead, coach, and support a team of supervisors and agents, fostering a culture of high performance
• Implement and monitor KPIs and service standards, ensuring continuous improvement in customer satisfaction and operational efficiency
• Recruit, train and evaluate staff performance, identifying areas for development and training needs
• Analyse call data and prepare regular reports for senior management to identify trends and inform business decisions
• Handle escalated customer complaints and complex queries, ensuring issues are resolved quickly and effectively
• Work closely with other departments to enhance customer experience and resolve interdepartmental issues
• Ensure compliance with company policies, procedures, and regulatory requirements

Requirements:

• Proven experience as a Call Centre Manager or in a similar leadership role within a customer service environment
• Strong understanding of call centre technology and reporting tools
• Excellent communication, interpersonal and problem-solving skills
• Demonstrated ability to lead, motivate and develop teams
• Strong analytical mindset with the ability to interpret data and make informed decisions
• Ability to work under pressure and manage changing priorities
• Knowledge of customer service principles and performance evaluation techniques
• Fluency in English is essential; additional language skills are a plus
• Proficiency in using CRM systems and Microsoft Office applications
• Bachelor’s degree in Business Administration, Management, or a related field is preferred

This is an exciting opportunity for a passionate and strategic individual to make a significant impact on operations and customer satisfaction levels. If you thrive in a fast-paced environment and have a commitment to excellence in service delivery, we invite you to apply for this role.

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Customer Service
• Industries Insurance and Insurance Agencies and Brokerages

Referrals increase your chances of interviewing at Gravitas Recruitment Group (Global) Ltd by 2x

Wan Chai District, Hong Kong SAR HK$25,000.00-HK$35,000.00 3 weeks ago

Central & Western District, Hong Kong SAR SGD25,000.00-SGD30,000.00 1 month ago

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Join to apply for the Global Customer Service Center Agent role at The Hongkong and Shanghai Hotels, Limited

2 days ago Be among the first 25 applicants

Join to apply for the Global Customer Service Center Agent role at The Hongkong and Shanghai Hotels, Limited

Job Description

Working alongside a professional team in the corporate office's Global Customer Service Center based in Hong Kong, we are seeking for a Customer Service Agent to join our global reservation team.

• Work for a highly prestigious and renowned hospitality group
• Be a part of a professional team
• Be offered with exceptional market leading benefits such as comprehensive family medical insurance (including dependents), pension benefits and 17 days of public holiday
  
  

• Work for a highly prestigious and renowned hospitality group
• Be a part of a professional team
• Be offered with exceptional market leading benefits such as comprehensive family medical insurance (including dependents), pension benefits and 17 days of public holiday
  
  

• Demonstrate and maintain up to date knowledge of all Peninsula Hotels’ facilities, rates & promotion
• Process reservation bookings via incoming calls, emails and wholesalers in accordance to the policy & procedure
• Collaborate with internal departments to ensure important requests from guests are well communicated (e.g. handling transportation bookings, restaurants and spa bookings)
• Maintain accurate guest profile and apply relevant booking history for future reservation
• Participate in Suite up-selling programme
  
  

• Minimum 1 year of Reservation, Front Office or Call Centre experience
• Good operating knowledge of Opera or Shiji (PMS)
• Clear communication skills and telephone etiquette
• Fluent in English and good command of Cantonese and Mandarin would be advantageous
  
  

• Seniority level Entry level

• Employment type Full-time

• Job function Customer Service
• Industries Consumer Services and Hospitality

Referrals increase your chances of interviewing at The Hongkong and Shanghai Hotels, Limited by 2x

Get notified about new Customer Service Representative jobs in Hong Kong, Hong Kong SAR .

Kowloon City District, Hong Kong SAR 1 week ago

Wan Chai District, Hong Kong SAR 2 weeks ago

Central, Hong Kong SAR HK$17,000.00-HK$1,000.00 2 weeks ago

Tsuen Wan District, Hong Kong SAR 2 weeks ago

Hong Kong, Hong Kong SAR HK 17,000.00-HK 21,000.00 2 weeks ago

Hong Kong, Hong Kong SAR HK 17,000.00-HK 21,000.00 2 weeks ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

Join to apply for the Global Customer Service Center Agent role at The Hongkong and Shanghai Hotels, Limited

2 days ago Be among the first 25 applicants

Join to apply for the Global Customer Service Center Agent role at The Hongkong and Shanghai Hotels, Limited

Job Description
Working alongside a professional team in the corporate office's Global Customer Service Center based in Hong Kong, we are seeking for a Customer Service Agent to join our global reservation team.

• Work for a highly prestigious and renowned hospitality group
• Be a part of a professional team
• Be offered with exceptional market leading benefits such as comprehensive family medical insurance (including dependents), pension benefits and 17 days of public holiday
  

• Work for a highly prestigious and renowned hospitality group
• Be a part of a professional team
• Be offered with exceptional market leading benefits such as comprehensive family medical insurance (including dependents), pension benefits and 17 days of public holiday
  

• Demonstrate and maintain up to date knowledge of all Peninsula Hotels’ facilities, rates & promotion
• Process reservation bookings via incoming calls, emails and wholesalers in accordance to the policy & procedure
• Collaborate with internal departments to ensure important requests from guests are well communicated (e.g. handling transportation bookings, restaurants and spa bookings)
• Maintain accurate guest profile and apply relevant booking history for future reservation
• Participate in Suite up-selling programme
  

• Minimum 1 year of Reservation, Front Office or Call Centre experience
• Good operating knowledge of Opera or Shiji (PMS)
• Clear communication skills and telephone etiquette
• Fluent in English and good command of Cantonese and Mandarin would be advantageous
  

• Seniority level Entry level

• Employment type Full-time

• Job function Customer Service
• Industries Consumer Services and Hospitality

Referrals increase your chances of interviewing at The Hongkong and Shanghai Hotels, Limited by 2x

Get notified about new Customer Service Representative jobs in Hong Kong, Hong Kong SAR .

Kowloon City District, Hong Kong SAR 1 week ago

Wan Chai District, Hong Kong SAR 2 weeks ago

Central, Hong Kong SAR HK$17,000.00-HK$1,000.00 2 weeks ago

Tsuen Wan District, Hong Kong SAR 2 weeks ago

Hong Kong, Hong Kong SAR HK 17,000.00-HK 21,000.00 2 weeks ago

Hong Kong, Hong Kong SAR HK 17,000.00-HK 21,000.00 2 weeks ago

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Join to apply for the Customer Service Manager role at Plotio Financial Group Limited .

6 days ago Be among the first 25 applicants.

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PLOTIO was established in 1983 and has grown into a dynamic financial institution with diverse business interests including real estate, property management, bullion trade, and environmental services. We are expanding and invite you to join our team to develop into future leaders.

• Manage a team of up to 20 staff members.
• Handle customer inquiries related to account opening, market information, and complaints professionally.
• Oversee Quality Assurance Training (QAT); conduct QA and training for customer service and sales teams; manage live chat QA programs.
• Develop and maintain an up-to-date knowledge database; digitize manuals to improve operational efficiency.
• Ensure proper documentation and storage of client documents.
• Manage communication with internal and external parties.
• Lead process improvements and customer service projects.
• Gather customer feedback and recommend improvements.

• Bachelor’s degree in business or related fields; at least 5 years of relevant leadership experience in customer service.
• Fluent in English, Mandarin (mandatory), and Cantonese.
• Proficient in Microsoft Word, Excel, and Chinese Word Processing.
• Customer-focused with excellent interpersonal and communication skills; positive, self-motivated, and a strong leader.
• Attention to detail, mature, patient, responsible.
• Knowledge of AI is preferred.
• Immediate availability is an advantage.

• 5-day work week
• Medical scheme
• Bank holidays
• Life insurance
• Performance bonus

• Seniority level: Mid-Senior level
• Employment type: Other
• Job function: Sales and Human Resources

This job is still active and accepting applications.

1 day ago Be among the first 25 applicants

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Direct message the job poster from Avenir Group

• VIP / Institutional account services/ CS preferred , Crypto related exp. is a MUST
• Handle Telegram , back office tickets, and provide 7*24h online enquiries and email/call replies services to customers.
• Handle customer enquiries, advices and suggestions via telegram, email or online tools.
• Support other business units with customer liaison, accurately document customer requests and advices, and provide feedback in the form of documentation.
• Multiple product lines support exp. is preferred, for example futures product, crypto wallet, earn product etc.
• KYC/KYB exp. is preferred
• Handle customer complaints, any special cases or ad hoc tasks.

** Senior team leader will require exp. in leading CS/key account team

Requirements:

• College degree or above.
• Proficient in written and spoken English & Simplified Chinese (Mandarin) . Other languages would be of a great advantage, for efficient collaboration with various stakeholders in the company
• Minimum 3 year experience in customer service or key account management, preferably in finance or crypto industry. Outstanding recent graduates are also welcome to apply.
• High level of honesty and integrity. Proactive and meticulous. A sense of responsibility and team work spirit.
• Detail-minded and able to take ownership to resolve client issues.
• Ability to work under pressure, strong communication skills and exceed beyond expectation.
• Passionate for customer service industry and can accept to work under different work shifts, including night shift, overnight shift.
• Positive about the crypto industry.

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Customer Service

Referrals increase your chances of interviewing at Avenir Group by 2x

Get notified about new Customer Service Manager jobs in Hong Kong, Hong Kong SAR .

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

Join to apply for the Customer Service Manager role at Plotio Financial Group Limited .

6 days ago Be among the first 25 applicants.

Get AI-powered advice on this job and more exclusive features.

PLOTIO was established in 1983 and has grown into a dynamic financial institution with diverse business interests including real estate, property management, bullion trade, and environmental services. We are expanding and invite you to join our team to develop into future leaders.

• Manage a team of up to 20 staff members.
• Handle customer inquiries related to account opening, market information, and complaints professionally.
• Oversee Quality Assurance Training (QAT); conduct QA and training for customer service and sales teams; manage live chat QA programs.
• Develop and maintain an up-to-date knowledge database; digitize manuals to improve operational efficiency.
• Ensure proper documentation and storage of client documents.
• Manage communication with internal and external parties.
• Lead process improvements and customer service projects.
• Gather customer feedback and recommend improvements.

• Bachelor’s degree in business or related fields; at least 5 years of relevant leadership experience in customer service.
• Fluent in English, Mandarin (mandatory), and Cantonese.
• Proficient in Microsoft Word, Excel, and Chinese Word Processing.
• Customer-focused with excellent interpersonal and communication skills; positive, self-motivated, and a strong leader.
• Attention to detail, mature, patient, responsible.
• Knowledge of AI is preferred.
• Immediate availability is an advantage.

• 5-day work week
• Medical scheme
• Bank holidays
• Life insurance
• Performance bonus

• Seniority level: Mid-Senior level
• Employment type: Other
• Job function: Sales and Human Resources

This job is still active and accepting applications.

1 day ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

Direct message the job poster from Avenir Group

• VIP / Institutional account services/ CS preferred , Crypto related exp. is a MUST
• Handle Telegram , back office tickets, and provide 7*24h online enquiries and email/call replies services to customers.
• Handle customer enquiries, advices and suggestions via telegram, email or online tools.
• Support other business units with customer liaison, accurately document customer requests and advices, and provide feedback in the form of documentation.
• Multiple product lines support exp. is preferred, for example futures product, crypto wallet, earn product etc.
• KYC/KYB exp. is preferred
• Handle customer complaints, any special cases or ad hoc tasks.

** Senior team leader will require exp. in leading CS/key account team

Requirements:

• College degree or above.
• Proficient in written and spoken English & Simplified Chinese (Mandarin) . Other languages would be of a great advantage, for efficient collaboration with various stakeholders in the company
• Minimum 3 year experience in customer service or key account management, preferably in finance or crypto industry. Outstanding recent graduates are also welcome to apply.
• High level of honesty and integrity. Proactive and meticulous. A sense of responsibility and team work spirit.
• Detail-minded and able to take ownership to resolve client issues.
• Ability to work under pressure, strong communication skills and exceed beyond expectation.
• Passionate for customer service industry and can accept to work under different work shifts, including night shift, overnight shift.
• Positive about the crypto industry.

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Customer Service

Referrals increase your chances of interviewing at Avenir Group by 2x

Get notified about new Customer Service Manager jobs in Hong Kong, Hong Kong SAR .

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Join to apply for the Retail Banking Operation Head - Operations Management Department role at Industrial and Commercial Bank of China

1 week ago Be among the first 25 applicants

Join to apply for the Retail Banking Operation Head - Operations Management Department role at Industrial and Commercial Bank of China

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Industrial and Commercial Bank of China (Asia) Limited (“ICBC (Asia)”) is the flagship of overseas business of Industrial and Commercial Bank of China Limited (“ICBC”) – currently the largest commercial bank in China, and it is one of the domestic systemically important banks (D-SIBs) in Hong Kong. Currently, ICBC (Asia) has 52 retail outlets (including 27 “Elite Club” Wealth Management Centres) in Hong Kong. It is engaged in commercial banking, investment banking and other financial services, including those of securities, insurance and funds, with a focus on commercial and retail banking as well as global market business. Chinese Mercantile Bank and ICBC Asset Management (Global) Company Limited, two wholly-owned subsidiaries of ICBC (Asia), specialize in Renminbi services in mainland China and ICBC’s global asset management business respectively.

Responsibilities

• Manage daily operational activities of Credit Card Settlement, ATM Settlement, Time Deposit, Faster Payment System (FPS) and Autopay Operations.
• Formulate strategic plans for the section to meet with service and operational goals set by the management
• Monitor and review the set up, maintenance and updates of the processing systems and operating procedures of the section
• Implement operations policies and procedures of the section to ensure they are carried out in proper manner and are strictly followed by branches and the staff in the section
• Assist Department Head to handle personnel functions including hiring and training to ensure the smooth running of the Department
• Co-ordinate with Transaction Processing Centre Head to maintain a good operational control and branch activities
• Work with Retail Banking Product Team to advise on new products operational design
• Provide operations support to AML Compliance Officer on AML activities and new account opening
  
  

• University graduate or equivalent academic achievement
• At least 8-10 years corporate banking experience of which 6-8 years are in operations management position
• In-depth knowledge of corporate banking products/ services and their operational activities
• Knowledge of the regulations and procedures of Hong Kong Interbank Clearing Ltd (HKICL) and CCASS from the Hong Kong Security Clearing Co (HKSCC)
• Strong leadership and decision making skills
• Excellent managerial and planning skills
• Initiative, systematic, active and energetic
• Good communication skills and fluent in both spoken and written Chinese (Mandarin and Cantonese) and English
  
  

• Seniority level Director

• Employment type Full-time

• Job function Finance
• Industries Banking

Referrals increase your chances of interviewing at Industrial and Commercial Bank of China by 2x

Kowloon City District, Hong Kong SAR 2 weeks ago

Kowloon City District, Hong Kong SAR 4 days ago

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Join to apply for the Retail Banking Operation Head - Operations Management Department role at Industrial and Commercial Bank of China

1 week ago Be among the first 25 applicants

Join to apply for the Retail Banking Operation Head - Operations Management Department role at Industrial and Commercial Bank of China

Get AI-powered advice on this job and more exclusive features.

Industrial and Commercial Bank of China (Asia) Limited (“ICBC (Asia)”) is the flagship of overseas business of Industrial and Commercial Bank of China Limited (“ICBC”) – currently the largest commercial bank in China, and it is one of the domestic systemically important banks (D-SIBs) in Hong Kong. Currently, ICBC (Asia) has 52 retail outlets (including 27 “Elite Club” Wealth Management Centres) in Hong Kong. It is engaged in commercial banking, investment banking and other financial services, including those of securities, insurance and funds, with a focus on commercial and retail banking as well as global market business. Chinese Mercantile Bank and ICBC Asset Management (Global) Company Limited, two wholly-owned subsidiaries of ICBC (Asia), specialize in Renminbi services in mainland China and ICBC’s global asset management business respectively.
Responsibilities

• Manage daily operational activities of Credit Card Settlement, ATM Settlement, Time Deposit, Faster Payment System (FPS) and Autopay Operations.
• Formulate strategic plans for the section to meet with service and operational goals set by the management
• Monitor and review the set up, maintenance and updates of the processing systems and operating procedures of the section
• Implement operations policies and procedures of the section to ensure they are carried out in proper manner and are strictly followed by branches and the staff in the section
• Assist Department Head to handle personnel functions including hiring and training to ensure the smooth running of the Department
• Co-ordinate with Transaction Processing Centre Head to maintain a good operational control and branch activities
• Work with Retail Banking Product Team to advise on new products operational design
• Provide operations support to AML Compliance Officer on AML activities and new account opening
  

• University graduate or equivalent academic achievement
• At least 8-10 years corporate banking experience of which 6-8 years are in operations management position
• In-depth knowledge of corporate banking products/ services and their operational activities
• Knowledge of the regulations and procedures of Hong Kong Interbank Clearing Ltd (HKICL) and CCASS from the Hong Kong Security Clearing Co (HKSCC)
• Strong leadership and decision making skills
• Excellent managerial and planning skills
• Initiative, systematic, active and energetic
• Good communication skills and fluent in both spoken and written Chinese (Mandarin and Cantonese) and English
  

• Seniority level Director

• Employment type Full-time

• Job function Finance
• Industries Banking

Referrals increase your chances of interviewing at Industrial and Commercial Bank of China by 2x

Kowloon City District, Hong Kong SAR 2 weeks ago

Kowloon City District, Hong Kong SAR 4 days ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.