Job Responsibilities

• Develop and implement standards for ensuring customer satisfaction, dependence, and product/service patronage
• Execute data mining and analysis for members’ recruitment and retention
• Supervise customer service functions and liaise closely with relevant departments to ensure the required service standards
• Handle and resolve customer complaints satisfactorily
• Execute administrative projects as assigned by supervisor
• Monitor all counter and CRM operation staffs in daily operation
• Work with Programme Development team to review and understand all programme (training and examinations) offerings including target audience, enrollment requirements and exemptions
• Work with Membership and Event team to get familiar with new and current offerings
• Review and understand members’ benefits
• Track customer calls for Management Information reporting and analysis
• Help candidates in programme application process
• Ad hoc duties as assigned by supervisor

Job Requirements

• Degree holder is preferred
• Possess minimum 5 years’ experience in customer service field with 2 years’ in service leader or supervisory position
• Experience gained from banking industry hotline is advantageous
• Customer-oriented with excellent communication and presentation skills
• Able to adopt to a fast-pace environment
• Good command of English, Cantonese and Mandarin
• Pleasant and mature, with high work integrity
• Excellent MS software skills including Outlook, Word, Excel, Powerpoint and Chinese Word processing
• Responsible, well organized, can prioritize and able to work independently

Interested parties may send in your application together with a detailed resume stating your academic results, present & expected salaries, date of availability and contact phone number by clicking "Apply Now"

Resumes without cover letters and expected salary will not be considered.

Applicants are welcomed to visit our website: www.hkib.org for further information about the institute.

(All information provided will be treated in strict confidence and used solely for recruitment purposes)