Manager, Customer Services

<h2>Booking Operations Management</h2><ul>
<li>Oversee daily booking processes to ensure accuracy, efficiency, and customer satisfaction.</li>
<li>Monitor KPIs related to booking volumes, turnaround times, and service quality.</li>
</ul><h2>Chatbot Optimization</h2><ul>
<li>Lead the design and integration of chatbot solutions for customer inquiries.</li>
<li>Collaborate with IT and product teams to enhance chatbot scripts, workflows, and escalation paths.</li>
<li>Analyze chatbot performance metrics and implement improvements to increase resolution rates.</li>
</ul><h2>Service Top-Up Initiatives</h2><ul>
<li>Develop and manage strategies to promote service top-ups and add-on offerings during the booking process.</li>
<li>Train customer service representatives to identify upsell opportunities and deliver value-added solutions.</li>
<li>Track and report on incremental revenue generated through top-up services.</li>
</ul><h2>Customer Experience Leadership</h2><ul>
<li>Ensure seamless customer journeys across digital booking channels.</li>
<li>Handle escalations and complex cases with professionalism and empathy.</li>
<li>Implement feedback loops to continuously improve service delivery.</li>
</ul><h2>Team Management</h2><ul>
<li>Lead, coach, and develop a team of customer service representatives.</li>
<li>Foster a culture of accountability, innovation, and customer-centricity.</li>
<li>Conduct regular training sessions on digital tools, chatbot usage, and upselling techniques.</li>
</ul><h2>Requirements</h2><ul>
<li>Degree holder is preferred</li>
<li>Minimum 6 years working experience with at least 3 years of relevant experience in healthcare industry</li>
<li>Proficiency in PC knowledge</li>
<li>Demonstrate effective communication skills, especially in English and Chinese</li>
</ul><h2>Benefits</h2><ul>
<li>Health Plan</li>
<li>Pension Plan</li>
<li>Work From Home</li>
<li>Training &amp; Development</li>
<li>Performance Bonus</li>
</ul>