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Senior Customer Officer (The Club Hotline) (CRM4/201904/SCO/SL)

HKT

  • Company Industries:Telecommunication

Job Information

  • Post Date:2019-06-05
  • Career Level:Entry Level
  • Location:Tuen Mun Area
  • Yr(s) of Exp:1 years
  • Qualification:Non-Degree Tertiary
  • Salary:Posted on 08 May 2019
  • Employment Type:Full Time, Permanent
  • Job Function:Mobile / Wireless Communications
  • Benefits:Five-day work week, Free shuttle bus, Medical insurance, Overtime pay

Job Description

Job Responsibilities:

  • Provide expert knowledge support to Customer Officers and handle complex customer service enquiries.
  • Resolve customer enquiries on the first contact through high level analytical problem solving, decision making and judgment, and effective communication   
  • Provide support to Customer Officers, handle escalations promptly and ensuring that the staff member develops skills to handle such situations in future           
  • Provide the backend support to smooth the operation
  • Handle escalation cases from Retail and referral cases from head office
  • Resolve case issue proactively and provide timely resolution to ensure minimal impact to the operation
  • Actively participating in continuous improvement programs entailing changes to processes and functions
  • Deliver a satisfactory hotline service through telephone and contribute to achievement of various prescribed service targets                  
  • Carry out any ad hoc duties as requested       

 

 Job Requirements:

  • HKDSE/ HKCEE or above
  • A minimum of one year experience in contact centre operation
  • Demonstrated technical job and business knowledge
  • Demonstrated analytical, problem solving and decision making skills
  • Communicate clearly and concisely, both orally and in writing in Cantonese, English and Mandarin
  • Intermediate to advanced skills of Microsoft Excel, PowerPoint and Word
  • Ability to build and maintain productive working relationships at all levels
  • Ability to demonstrate flexibility and resiliency in the face of changing work requirement
  • Working Location: Tuen Mun

 

We offer attractive & competitive salary and benefits, an exciting work environment and excellent career development opportunities. If you have the desire for an exciting and rewarding career, please send us your resume (please put our ref no. on the application subject), stating your present and expected salary to Human Resources Department by clicking “Apply Now”.

 For more information on other job opportunities of PCCW, please visit our website: www.pccw.com.

 HKT 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's personal data policies, a copy of which will be provided immediately upon request.

Privacy Policy Statement - http://www.hkt.com/staticfiles/HKTCorpsite2/Privacy%20policy/(HKT)%20HR%20Privacy%20Policy%20Statement%20(version%20-%20Nov%202017).pdf

 

 

 

Company Info

Where Connectivity Meets Creativity 

Who are we?

HKT is Hong Kong's premier telecommunications service provider and a leading innovator with a mission to design and deliver cutting-edge technology for smart living. A household name under PCCW Group, HKT offers a range of innovative services and media content across its fixed-line, broadband, mobile communication, and media entertainment platforms, such as NETVIGATOR, 1O1O, csl.,  and Now TV. 

HKT delivers end-to-end integrated solutions employing emerging technologies such as 5G, cloud computing, Internet of Things (IoT), artificial intelligence (AI), FinTech and HealthTech to accelerate the digital transformation among a network of enterprises in a fast-evolving global landscape.

With a strong global presence made up of 15,900 staff, HKT is proudly anchored in Hong Kong with a drive to actively contribute to the metropolitan’s ongoing developments into a world-leading smart city. HKT believes in engaging top youth talents to create a digitally-empowered future for the next generation.

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