You will be responsible for:

• managing and supervise a customer service team to deliver superior customer services via various channels;
• ensuring the information and data in Knowledge Base and training materials are up-to-date to facilitate the delivery of quality customer service by the team consistently;
• providing guidance and support to facilitate team members in service delivery and daily operations, resolve complex customer enquiries and handle complaints escalated from various channels effectively and independently;
• training and develop the team members to acquire the relevant skills and knowledge so as to enhance the overall work quality and efficiency;
• liaising and coordinate with internal key stakeholders and work closely with external stakeholders including Government bodies, public organisations, etc, on feedback from general public and undertake analysis for service review and improvement;
• organising and collaborate with external service providers to optimise the operation of the Contact Centre by implementing the strategies to achieve the objectives;
• as the key player for the enhancement and UAT of Contact Centre related and CRM systems; and
• driving and executing external affairs related projects when required.

You should:

• possess a recognised university degree or above in Communications, Hospitality, Business Administration or related discipline;
• possess at least 5 years of relevant and solid working experience with 3 years in supervisory level in customer services and contact centre management or relevant fields, preferably gained in sizable organisations; experience in corporate communications will be an advantage;
• have proven experience in operating a Contact Centre of a sizable organisation with public facing services, internal communications, crisis management, vendor management and hands-on in CRM system operations;
• be a good team player with strong interpersonal and communications skills, self-motivated with crisis and issue management sense, able to multi-task and to meet tight deadlines and work under pressure, creative and dynamic;
• have strategic thinking and organising skills to execute projects independently to achieve the public engagement objectives;
• possess strong writing skills and be proficient in spoken English and Chinese including Putonghua; and
• be available to work on weekends or public holidays for ad hoc assignments.

For interested parties, please submit your application with detailed CV on or before 16 April 2024. Applicants are encouraged to submit their applications as soon as possible.  The review of applications will continue until the post is filled.

Data collected will only be used for job application processing. Your data may be accessed by our appointed recruitment consultants who have agreed to keep confidence of all personal data in not less than the standards applicable to us. Applicants not being invited for interview within 4 weeks from the submission date may assume their applications unsuccessful.

All related information will be kept up to 24 months and all personal data will be destroyed afterwards.

For more information
http://www.westkowloon.hk or contact
Ms. Danielle Au at 2200-2514