Imagine a career where you can unleash your potentials on team management; contribute your all-round abilities to enhance customer experience throughout the loyalty reward cycle; enjoy flexible time by working shifts and achieve work-life balance.

We welcome people with strong determination, people management skills and a heart in customer service to join our team of loyalty experts.

Well established as a dedicated Service Centre representing Asia’s leading travel reward programme, we offer a range of privileges to our frequent flyer members. With over 500 partners worldwide offering an exciting range of travel and lifestyle awards, the loyalty program is transforming into a world class multi-pillar rewards program throughout the region.

Responsibilities:

• Reports to the Deputy Call Centre Manager, the successful candidate will lead a team of 15-20 Member Service Executives to deliver superior services to members via various channels
• Accountable for the overall service turnaround time, accuracy and quality of contact with members
• Cultivate and develop a happy, reliable and highly efficient team with strong team bonding and spirit
• Monitor, review and improve service quality and effectiveness of the team members through regular real time call monitoring and floor supervision
• 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
• Monitor traffic patterns and deploy resources appropriately to meet service targets, including work roster arrangements and resources planning
• Ensure proper implementation of new services and programmes
• 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
• Work closely with Deputy Call Centre Manager to improve process and service efficiency
• Undertake ad-hoc tasks as allocated by Deputy Call Centre Manager

Requirements:

• Excellent customer service mindset, result-oriented and with passion to achieve success
• At least 5 years relevant experience in customer/member services and/or loyalty programmes, plus 2-3 years at supervisory level, managing team size of over 10 staff.
• Knowledge in airline / travel industry or Contact Centre environment will be an absolute advantage
• Strong leadership skills, detail-oriented and well-organized with good analytical skills
• Good team player with strong communication and interpersonal skills
• High adaptability with capability to work in diverse environment
• Energetic, flexible and able to work under pressure
• Good command of spoken English and Cantonese, and written English and Traditional Chinese
• Flexibility in shift duty arrangement 
• Working knowledge of Microsoft Office applications
• Higher Diploma or above. Candidates with lower academic qualification but solid relevant experience may also be considered

The role comes with attractive benefits such as

• 5 week comprehensive and structured training
• 5-day work week
• 14 days’ paid annual leave
• Monthly Performance Bonus
• Non-Contributory Provident Fund
• Medical Coverage
• Shift Allowance (Applicable to fixed overnight shift)

If you are a creative, self-motivated and energetic team player who constantly strives for excellence, please send your detailed resume with expected salary and availability to us.

PCCW is an equal opportunity employer and welcome applications from all qualified candidates. Information provided will be treated in strict confidence and only be used for recruitment related purposes. Personal data provided by job applicants will be used strictly in accordance with the employer's personal data policies, 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.

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/.