Customer Service Manager (Hong Kong) (expired)

CGI

Company

CGI

Job ID

112811

Location

Hong Kong, Hong Kong Island, Hong Kong

Post date

Jul 28, 2016

Industry

Civil Services (Government)

Function

Administration, Operations, Logistics

Work Type

Full Time / Manager (Manager/Supervisor of Staff)

Salary

HK$20,000 / Month

• Negotiable

Job title: Single Point of Contact
Company: CGI Federal
Location: Hong Kong, HONG KONG

1. Background information:

Job Description

CGI Federal has been awarded a contract from the U.S. Department of State to implement the Global Support Strategy (GSS) program in Task Order 16 (CHINA) that includes Mainland China and Hong Kong. The GSS contract will provide support services for nonimmigrant and immigrant visa operations at United States Consulates and Embassies, including but not limited to public inquiry services, appointment services, fee collection services, document delivery services and data collection services.

CGI Federal Inc. is looking to fill the position of a Single Point of Contact (SPOC) (a position comparable to a Customer Service Manager) to serve the US Consulate General in Hong Kong.

The Single Point of Contact (SPOC) will serve as the primary source of information, monitoring, and reporting for the country(s) assigned. The SPOC will have seven primary areas of responsibility: information services, fee collection services, document delivery services; appointment services; greeter services (where applicable); reporting to the Task Order Manager; coordination with the stakeholders (vendors, US Consulate General). The SPOC will ensure that the highest quality customer service is being provided to our clients in the country or region of responsibility. Under TO16 (CHINA), we currently have a Team of 6 other SPOCs based in Shenyang, Beijing, Chengdu, Shanghai and Guangzhou. The Team is lead by the Task Order Manager and a CHINA SPOC, based in Shanghai.

The Hong Kong SPOC will report directly to the Task Order Manager and the CHINA SPOC. This position will be home-based in Hong Kong, as we currently do not have offices in Hong Kong, with weekly meetings at the US Consulate General in Hong Kong.

2. Qualifications and Education Requirements

• Bachelor’s Degree.
• 3 to 5 years of working experience in a similar role (Client Relationship Management, Customer Service Management).

3. Role

3.1. Information services

• Ensure the website ustraveldocs.com is up to date and provides accurate information. Update the website as needed.
• Ensure scripts and email templates for the call centre agents are up to date.
• Respond to cases that have not been addressed by the call centres within an agreed timeframe. Escalate cases as needed to the Task Order Manager.
• Monitor cases and calls addressed by call centres and provide feedback on the accuracy of their responses. Place mystery calls as requested.
• Manage the IVR and the recordings in place.

3.2. Appointment services

• Ensure coordination with the US Embassy or Consulate on an as needed basis and only with prior approval from the Task Order Manager.
• Provide training to the US Embassy or Consulate on the appointment services functionality in Atlas as well as for Reporting purposes.

3.3. Document delivery services

• Coordination with Document Delivery vendors to ensure processes are followed as stipulated per the SOP.
• Monitor exceptions of return to sender cases and co-ordinate for return of uncollected documents back to the Embassy or Consulate. Ensure return to sender cases are monitored and closed promptly.
• Frequently conduct physical audits of the document delivery and bank service locations to ensure compliance and report any incidents.

3.4. Fee collection services

• Ensure prompt reporting and daily co-ordination including sweep report confirmation from fee collection vendor that reflect the correct fees have been paid by the applicant, and transferred by the vendor to the US Embassy or Consulate General.
• Monitor Fee collection services provided by external vendor.

3.5. Greeter services

• Monitor greeter services provided by external vendor. Coordination with the Greeter vendor to ensure processes are followed as stipulated per the SOP.
• Ensure that the appropriate number of greeters is present as required.
• In certain limited cases, you may have to stand in as a greeter to meet applicants for appointments.

3.6. Reporting

• Communicate daily via email or teleconference with the Task Order Manager.
• Draft meeting minutes when visiting the US Embassy or Consulate and the vendors.
• Monitor SLAs related to the document delivery and greeter solution to ensure service levels are met or exceeded.
• Preparation and submission of weekly report and review of monthly SLA’s from vendors.

3.7. Coordination with Stakeholders:

• Meet on a weekly basis with the US Embassy or Consulate.
• Create and nurture working relationships with Foreign Service Nationals (Locally Employed Staff) and Foreign Service Officials (US Diplomats).
• Help manage the vendors in charge of the Fee Collection Services, Document Delivery Services, and Greeter Services.

4. Preferred Skills, Qualifications and Other Essential Requirements

• Native Cantonese speaker, very strong oral & written communication skills in English, other language a plus.
• Flexibility in work hours and full availability Monday to Friday.
• IT savvy, able to understand and work with our software based on the Salesforce.com platform. Ability to conduct research to solve problems and execute solutions.
• Ability to work independently without direct supervision yet at the same time form part of an effective global team.
• High level of punctuality, work ethic and discretion.
• Call centre experience a plus.
• Attention to details and ability to work under pressure.
• Strong leadership skills.
• Proficient with MS Office (Excel, Word).
• Police Clearance from Local Police Authorities should be obtained, as well as a Moderate Risk Public Trust (MRPT) security clearance from the US Government.

5. Application Procedure

• Please send your CV and Introduction letter in English only via CareerEngine.
• Mention as subject HONG KONG SPOC APPLICATION.
• Candidates must be Hong Kong nationals. No visa sponsoring.

6. Conditions

• HKD 20,000 per month (local salary conditions apply).
• Local Hong Kong holidays + US Holidays + 10 paid days of annual leave.
• Home-based position.
• Medical insurance and benefits as per the local law.
• Start date: January 1, 2017. Employment and hiring upon successfully obtaining a US Security Clearance (MRPT). Applicants judged fit to the job would be invited to proceed with the Security Clearance Application. The expected duration of the clearance is 6 months and only once cleared the job will commence.