CLP was founded in Hong Kong in 1901, at a time when electricity was still a novelty worldwide. Today we power millions of homes and businesses across the Asia Pacific regions. In Hong Kong, we operate a vertically integrated electricity supply business providing a highly reliable supply of electricity to 80% of the city’s population. Outside Hong Kong, we invest in the energy sector in Mainland China, India, Southeast Asia, Taiwan and Australia. Our business includes power generation, transmission and distribution, and electricity and gas retail activities. Our goal is to meet Asia-Pacific's energy challenge in a sustainable manner from one generation to the next.

CLP is an Equal Opportunity Employer and is committed to providing a working environment free from discrimination or harassment.  All applicants will be considered for employment on an equal basis regardless of gender, physical or mental state, race, nationality, religion, age, family status or sexual orientation.

CLP is also a certified Fair Wage Employer in recognition of the Company’s exemplary wage policies and practices.

Applications are now invited to fill the following vacancy in the Customer Experience Department of our Customer Success & Experience Business Group (CSE). Reporting to Manager - Customer Service Centres, the candidate is required to carry out major duties as follows:

Major duties:

• In-charge of two to three CLP Customer Services Centres and lead a team of 10+.
• Oversee day-to-day operations to ensure service alignment and consistency among all team members, and responsible for the facility maintenance to provide a pleasant and safe shopping environment to customers/ stakeholders.
• Drive team members to deliver excellent service to ensure high levels customer satisfaction and oversee team member’s performance and conduct coaching timely to uplift their service quality and productivity, drive digitalisation, and achieve KPIs and sales target.
• Listen to customer and staff’s feedback in order to enhance customer journey at the Customer Service Centre.
• Lead the team to promote energy efficient and value-added products & services, implement and feedback on new and revised product offerings and services.
• Handle escalated customer enquiries from Customer Relations Officers in the Customer Service Centre.
• Review operating processes and guidelines to enhance customer experience through work simplification, streamlining and automation workflow.
• Coordinate customer engagement events and traffic driven promotions to be held at the Customer Service Centre.
• Undertake administrative and other duties such as scheduling & training to support services, and perform ad-hoc duties assigned by supervisor when requires.

Requirements:

• A recognized degree or tertiary graduate in business or related discipline(s) with at least 3 years’ customer service experience; or secondary school graduate with a minimum of 8 years’ customer service or contact centre experience.
• Experience in managing Customer Services Centre will be an advantages.
• Excellent leadership and communication skill.
• Service-oriented, good stress management, strong passion to uplifting service standard. 
• Good interpersonal and presentation skills, and able to work independently.
• Good team player and high adaptability to changes.
• Proficiency in spoken Cantonese, English and Putonghua.
• Willing to work under roster.

Please apply by clicking the button "Apply" for application giving a detailed C.V., including academic qualification, career history, major achievements and personal attributes on or before 23 May 2024.

Applicants not invited for interview within 6 weeks from the closing date may assume their applications unsuccessful.

Information provided will be for recruitment purpose within the CLP Group and only short-listed candidates will be contacted. We comply with all applicable laws and regulations of HKSAR in handling applications. For details of the Personal Information Collection Statement, please visit our website: https://clp.to/engPICS

For further information on our company, please visit our website: https://www.clpgroup.com/