Total 3 regional recruitment lead job vacancies in Customer Service category in Hong Kong

Our Client a Leading IT Technology company is looking to hire IT Helpdesk Team Lead.

Responsibilities:

• Maintains a first-class level of customer service ensuring that all customers are responded to and problems are addressed in a timely, efficient and professional manner;
• Be responsible for actively monitoring ticket queue and all assigned tickets, ensure accurate logging, categorization, prioritization, initial diagnosis, routing, functional escalation, and data integrity of all applicable incidents and requests in ticketing tools;
• Identify and escalate priority issues;
• Supervise the team to ensure SLRs are met;
• Resolve day-to-day operation issues and escalate to management where necessary;
• Act as first point of contact for new scope requirements and BAU Escalation;
• Compile monthly progress report on overall status of BAU support, ad-hoc projects and initiatives, including support KPIs;
• Good telephone manner;
• Willing to take shift duties and ad-hoc assignment;

• Bachelor’s degree / diploma in IT / IS discipline or equivalent;
• At least 10 years’ experience in helpdesk support; which included 3 years’ experience leading a team of 10+ helpdesk agents;
• ITIL foundation V3/V4 is required;
• Proficient in written English & Chinese; Fluent in spoken English and Cantonese; Ability to communicate in Mandarin is an advantage;
• 5-day work a week.

Our client a leading Information Technology company is looking to hire End User Field Services - Site Lead (Onsite Support Lead).

Job Responsibilities:

• Team Lead role at the customer site for IT Workplace support and/or infrastructure;
• Responsible for actively monitoring incident and service request ticket queue and all assigned tickets, ensure accurate logging, categorization, prioritization, initial diagnosis, routing, functional escalation, and data integrity of all applicable incidents and requests in ticketing tools to meet the Service level;
• Act as first point of contact for new scope requirements and BAU Escalation;
• Accountable in developing a comprehensive understanding of the Asia region’s IT requirements;
• Compile monthly progress report on overall status of BAU support, ad-hoc projects and initiatives, including support KPIs;
• Responsible for providing prioritization of tasks and projects on the daily basis
• Develop relationship with the region stakeholders to serve as trusted lead to the business users
• Have a good understanding of IT Service Management for the client company
• Ensure the end users receive high quality operational end user deskside support
• VIP support

• Bachelor’s degree in IT / IS discipline or equivalent;
• At least 5 years’ experience in end user support; which included 1 to 2 years’ experience leading a team of 3 to 5 engineers; 
• Advantage to have MNC support experience or working for Transportation industries
• Very good support knowledge in MS Windows 10 and Office suite of product
• Basic knowledge of IT Infrastructure (Network topologies, VPN, Firewall, Wintel server etc.) enough knowledge to isolate end user problems and level 1 local server support
• Customer focus, with exceptionally good customer service, inter-personal and telephony skillsets;
• Process oriented and able to multi-tasked;
• Team player who is self-motivated, self-disciplined and initiative;
• Mentoring/teaching and team management;
• Able to manage Small local project and able to provide regular status update and highlight issues;
• Proficient in written English & Chinese; Fluent in spoken English and Cantonese; Ability to communicate in Mandarin is an advantage;
• Support management in the execution and continuous improvement of services and operations;
• Working location at client sites and willing to travel for business needs;
• ITIL V3/V4, PMP certification is preferred;

Job Description:

Regional Customer Service Advisor

The Quayside, Hong Kong

A Full Time, Permanent Role

You will work 38.75 hours per week, our opening hours are Monday to Friday 8am to 6pm; Saturday, Sunday and Public Holiday 8am to 5pm

Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

As this is an office role a license from Hong Kong Insurance Authority by passing the Insurance Intermediaries Qualifying Exams (paper 1 & 2) and a valid HK ID card/passport is required.

Role overview: 

The Regional Customer Service Advisor is the face of Bupa Global for our valued customers and partners, ensuring our reputation for outstanding individual service is maintained locally and globally at all times.

With quality of service identified as the primary driver of retention this role is crucial to our growth ambitions in the region.

This role is ideal for calibre who has passion and ambition to develop and progress in premium customer service area.

What you’ll do: 

This is a diverse and skilled customer and client facing role where you will be responsible for resolving all customer queries to the customer’s complete satisfaction without the need to refer the customer on.

Capable in handling complex CS tasks and strong confidence in dealing with challenging situations.

Your individual performance will be a key contribution to the department achieving all targets for quality, productivity, compliance and regulation.

You will be a customer service champion, putting the customer at the centre of everything you do and putting forward ideas for the continual improvement of the customer experience.

You need to obtain HKIA license (IIQE Paper 1 and Paper 2) and maintain the license by meeting the CPD hours requirement every year.

What you’ll bring: 

• Deliver excellent customer service, understand our customers’ needs, and provide first contact resolution while meet and exceed our quality goals, productivity targets, adhere compliance and regulation.
• Provide personalised service by tailoring every customer interaction.
• Analytical and problem-solving skills. Take ownership and ability to make decision effectively.
• Excellent interpersonal, communication and influencing skills with emphasis on achieving results and successful outcomes.
• Fluency in written and spoken English and Chinese (Cantonese and/or Mandarin)
• Positive attitude and growth mindset, willingness and eagerness to learn and understand medical conditions in order to expand one’s knowledge to support our customers.
• Good numeracy skills to answer claim or payment related queries accurately. 
• PC literate and keyboard skills essential with the ability to adapt and learn new operational systems where required.
• You are required to work on weekends and public holidays on rotation basis, shift work remunerated with shift allowance.
• An open, flexible, and team-oriented personality.
• Obtain and maintain HKIA license (Pass in IIQE Paper 1 and Paper 2)

At Bupa we adhere to a structured framework when awarding any changes to salary. We believe this creates a fair and consistent approach for all colleagues looking to grow or change role. For more guidance, please review the UK Pay Policy on OurBupa.

Please be aware that if you’re successful in securing this role there may be changes to your notice period and other terms and conditions, your recruiter will be able to advise what this means for you during your application.

Diversity and Inclusion

Bupa is committed to making sure that every applicant is assessed based on personal merit and qualifications. We actively celebrate the diversity of our colleagues and provide an inclusive environment so you can truly be you at Bupa. We want to ensure you are treated fairly regardless of disability or circumstance. That’s why we’re happy to offer reasonable adjustments as part of our recruitment process to anyone that needs them.

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