Job title: Senior Communications and Public Affairs Officer

(Candidate with less experience may be considered for the post of Communications and Public Affairs Officer)

Department: Communications and Public Affairs Department

Reporting to the Manager, Communications and Public Affairs under Public Engagement stream in Communications and Public Affairs Department of the Authority.

You will be responsible for:

• Supervising and managing a customer service team to deliver superior customer services via various channels;
• Maintaining a Knowledge Base to facilitate the delivery of quality customer service by the team;
• Providing support to facilitate team members in service delivery and daily operations, resolve complex customer enquiries and handle complaints escalated from team members effectively and independently;
• Developing and delivering training for team members to acquire the relevant skills and knowledge;
• Coordinating with internal key stakeholders and work closely with supervisor on customer feedback and undertake analysis for service review and improvement;
• Working with external service providers on the daily operation of the Contact Centre; and
• Driving and executing ad-hoc public engagement projects when required.

You should:

• Possess a recognised university degree or above in Public Relations, Business Administration or related discipline;
• Have at least 3 years of relevant and solid experience in customer service; experience in corporate communications will be an advantage;
• Have sound knowledge of operating a contact centre and hands-on in CRM systems;
• Have strong interpersonal and communications skills, good team player, multi­tasking, able to meet tight deadlines and work under pressure, creative and dynamic;
• Be able to execute projects independently with guidance to achieve the public engagement objectives;
• Have good command of both written and oral English and Chinese; proficient in Putonghua is an advantage; and
• Be available to work on weekends or public holidays for ad hoc assignments.

Established in 1994, Advance Resources is one of the leading HR Consulting Group in Hong Kong and China.

Our Services:
HR Outsource
Secondment
Recruitment Process Outsource (RPO)
Payroll and Administration
General Placement

Our firm specializes in the financial services markets, particularly in retail and commercial banks, fund houses, asset management, general and life insurance companies, Information Technology (IT), engineering, Government and Public Sector.