Senior Project Support Specialist
- Hong Kong
- Permanent
- Full-time
- Provide hands-on support during project launches and implementation phases, ensuring smooth execution and timely resolution of project-related tasks and operational issues.
- Assist in coordinating User Acceptance Testing (UAT), including test planning, feedback collection, and validation of project requirements.
- Develop comprehensive training materials and resources to support knowledge transfer during new project rollouts.
- Conduct workshops and training sessions to equip staff with essential skills and procedural knowledge.
- Support change management initiatives by facilitating training activities during system transitions.
- Support process mapping activities during the transition from legacy systems to new platforms.
- Participate in Functional Design (FD) reviews to ensure alignment with business requirements.
- Collaborate with cross-functional teams to ensure smooth integration of new systems and processes.
- Evaluate existing workflows to identify inefficiencies and recommend process enhancements.
- Assist in developing new Standard Operating Procedures (SOPs) and guidelines aligned with updated processes.
- Drive a customer-centric culture within the organization to enhance satisfaction and loyalty while developing and managing timelines, budgets, and logistics for various marketing events.
- Collaborate with cross-functional teams to identify opportunities for service improvements, design call scripts, and agent training materials to upskill agents on best practices for customer service and call handling.
- Other ad hoc duties as assigned.
- A recognized degree in business or related discipline(s) with at least 5 years' customer services experience; or associated degree / high diploma with at least 8 years' customer service or call center experience.
- Experience in event planning or marketing is highly desirable, preferably in a corporate environment
- Good stress management, strong passion to uplift service standard
- Good leadership, interpersonal and presentation skills, and able to work independently
- Ability to work collaboratively in a fast-paced environment and manage multiple priorities.
- Practical knowledge of operations and activities of call center, including extensive knowledge and experience in SAP, Customer Care and Marketing System (CCMS) and Oracle, ERP system
- High commitment, energy level and drive to achieve or even excel targets. Strong potential and willingness to take up jobs with different nature or expanded scope