HK listed company Excellent career path & package Call Center / Contact Center
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- Lead teams to effective service delivery based on ITIL process framework
- Coordinate different teams including service desk, helpdesk, infrastructure, vendors and business users for service delivery.
- Interact with business team to understand Service Level Agreements and ensure that all services and support functions remain responsive to customer needs
- Ensure high quality of client service by clearly defining service scope and continuously carrying out due diligence and other assessment as needed
- Proactively drive the resolution of incidents, planned/unplanned changes and ah-hoc client issues requiring additional support and initiate timely escalation to clients and internal parties.
- Degree in Information Technology or related discipline
- At least 5+ years of relevant experience and 2 years are managerial
- Experience in Call Center / Contact Center is a plus
- Experience in performing business analysis, business services and implementation and providing recommendations for improvements
- Experience in change, incident, problem and vendor management
- Able to build strong relationships with people at all levels in the organization
- Good analytical, persuasive, influential and problem-solving skills
- Strong communication skills in both written and spoken Chinese and English