The Role:

• Coordinate with IT department to monitor the systems adopted in Customer Service Hotline Centre (CSH)
• Support Chatbot development, enhancement and promotion
• Support eService enhancement and promotion
• Maintain information on Knowledge Management System
• Monitor and ensure facilities related to telephony systems and computer establishments in CSH function properly
• Plan and develop operation methodology for handling customer enquiries through different communication channels
• Plan and develop quality control mechanisms for enhancing enquiry quality and services
• Prepare and record all necessary statistics and reports

 The Person:

• Holder of Bachelor Degree or above in any discipline preferably in Industrial Engineering or Information Engineering disciplines; non-degree candidate with relevant experience will also be considered
• High proficiency in PC and software applications, e.g.  VBA and SQL etc.
• Good command of spoken and written Chinese and English, fluent Putonghua is preferred
• Good problem solving skill, good communication with analytical and strategic mindset
• Customer-oriented, proactive and innovative, able to handle multi-task and prioritize work to meet deadlines    

Application with full details stating current and expected salary to: APPLY NOW 
Please quote the reference number (CIED/OSE/JDB04/22) in your application. 
(All personal data provided will be treated in strict confidence and used for recruitment purposes only.)

Founded in 1862, The Hong Kong and China Gas Company Limited (Towngas) was Hong Kong's first public utility. Today, we are one of the largest energy suppliers in Hong Kong, operating with world-class corporate management and leading-edge business practices. For the past years, Towngas has been growing with Hong Kong, evolving from the simple gas company supplying fuel for street lamps to our current leading position in the energy industry in the greater China region