Responsibilities:

• Reports to the Deputy Call Centre Manager, the successful candidate will lead a team of Customer Service Representatives to deliver superior services to members via various channels;
• Provide guidance and support to facilitate team members in service delivery and daily operations, resolve complex member enquiries and handle complaints escalated from team members
• Maintain the corporate and benchmarking level of key service indices such as telephone service factor, service level agreement, customer satisfaction and productivity;
• Monitor traffic patterns and deploy resources appropriately to meet service targets, including work roster arrangements and resources planning;
• Ensure team members provide service with most up-to-date and accurate product and programme knowledge, including but not limited to disseminating programme information and conducting product briefings;
• Undertake ad-hoc tasks as allocated by Deputy Call Centre Manager.

Requirement:

• Diploma or above with at least 3 years in call centre or electronic communication platform management experiences, preferably in Telecom / IT Industry or holder of recognized qualification in Computer Science / IT Management;
• Initiative, open mind, result-oriented and able to work under pressure;
• Positive thinker with good management skill and exceptional customer service attitude, and an ability to listen, analyze and find solutions;
• Good command of both spoken and written Chinese and English as well as excellent presentation skills;
• Immediate availability is preferred.

Post: Human Resources, HKT Limited, 22/F, West Exchange Tower, 322 Des Voeux Road Central, Sheung Wan, Hong Kong
Email: career-teleservices@pccw.com
Fax: 2962 5613

For more information on other job opportunities of PCCW, please visit our website athttp://www.pccw.com/Careers/Job+Opportunities+%26+Application/Current+Opportunities?language=en_US

PCCW is an equal opportunity employer and welcomes applications from all qualified candidates. Information provided will be treated in strict confidence and will only be used for recruitment-related purposes. Personal data provided by job applicants will be used strictly in accordance with the employer personal data policies (http://www.pccw.com/staticfiles/PCCWCorpsite/Terms%20of%20Use/Privacy%20Policy%20Statement/8.1_PCO_POL_02e_Privacy_Policy_Statement.pdf), a copy of which will be provided immediately upon request.

Any personal data that you provide to PCCW in relation to the advertised position will be used by PCCW for the purpose of assessing your suitability to be employed by PCCW and for verifying any particulars provided by you and, if you are ultimately successful in your job application, your employment with PCCW. As necessary for these purposes, PCCW may transfer your personal data to PCCW's affiliates and third parties, including entities to which PCCW provides services which relate to the advertised position. You may decline to provide your personal data but then PCCW may not be able to process your job application.

http://www.pccw.com/

About HKT Teleservices

HKT Teleservices is an operating subsidiary of HKT, Hong Kong’s premier telecommunications service provider which is majority-owned by PCCW Limited. 

HKT Teleservices offers clients world class global contact center and BPO services in all facets of voice and non-voice customer services, technical support, sales, retention, and other business processes. Operating a global network of multi-channel contact centers, HKT Teleservices provides support in languages covering over half of the world’s population.

HKT Teleservices is consistently ranked among the world’s leading contact center service providers. With over 8,700 agent positions in Hong Kong, mainland China and the Philippines, HKT Teleservices provides local and multinational companies a wide array of skills to service more than 100 million customer contacts annually. To learn more, please visit http://www.hktteleservices.com/.