# Manager, Customer Services

> Quality Health Services · Ngau Tau Kok, Hong Kong · Full-time · Posted 2026-11-12

**Salary:** unknown currency 480,000–660,000

**Workplace:** on_site

**Department:** Customer Services Division (CSD) & Bupa Care Managers

## Description

**Booking Operations Management**

-   Oversee daily booking processes to ensure accuracy, efficiency, and customer satisfaction.
-   Monitor KPIs related to booking volumes, turnaround times, and service quality.

**Chatbot Optimization**

-   Lead the design and integration of chatbot solutions for customer inquiries.
-   Collaborate with IT and product teams to enhance chatbot scripts, workflows, and escalation paths.
-   Analyze chatbot performance metrics and implement improvements to increase resolution rates.

**Service Top-Up Initiatives**

-   Develop and manage strategies to promote service top-ups and add-on offerings during the booking process.
-   Train customer service representatives to identify upsell opportunities and deliver value-added solutions.
-   Track and report on incremental revenue generated through top-up services.

**Customer Experience Leadership**

-   Ensure seamless customer journeys across digital booking channels.
-   Handle escalations and complex cases with professionalism and empathy.
-   Implement feedback loops to continuously improve service delivery.

**Team Management**

-   Lead, coach, and develop a team of customer service representatives.
-   Foster a culture of accountability, innovation, and customer-centricity.
-   Conduct regular training sessions on digital tools, chatbot usage, and upselling techniques.

## Requirements

-   Degree holder is preferred
-   Minimum 6 years working experience with at least 3 years of relevant experience in healthcare industry
-   Proficiency in PC knowledge
-   Demonstrate effective communication skills, especially in English and Chinese

## Benefits

-   Health Plan
-   Pension Plan
-   Work From Home
-   Training & Development
-   Performance Bonus

## Apply

[Apply at Quality Health Services](https://apply.workable.com/qhms/j/EB99D2F849/apply)

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