Your role

• Lead a team to resolve customer enquiries on the first contact through high level analytical problem solving, decision-making and judgment, and effective communication
• Provide extensive knowledge and expertise in reporting and writing responses to complex customer service enquiries
• Motivate the team to handle charge disputes and escalations promptly and develops team members’ skills to handle such situations effectively in future
• Handle escalation cases from Retail and referral cases from head office
• Solve problems 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 and contribute to achievement of various prescribed service targets
• Work Location: Tuen Mun or Shatin (near MTR station)

To succeed in this role

• Experience in complaint handling is preferred
• F.5 or above with minimum of 5 years’ experience in contact center operation, of which one year in a supervisory role
• Excellent communication and interpersonal skills
• Proficiency in written and spoken English, Cantonese and Putonghua
• Demonstrated analytical, problem solving and decision making skills
• Able to build and maintain productive working relationships at all levels
• Able to demonstrate flexibility and resiliency in the face of changing work requirement
• Able to work under pressure
• Shift duty is required
• Candidate with more experience will be considered as Senior role

Contacts for Enquiries

• Recruitment WhatsApp: 6392 5242

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 privacy statement (http://www.hkt.com/privacy-statement), a copy of which will be provided immediately upon request.