Job Highlights:

• 5-days work, Monday – Friday (44 hours per week)
• To work at Government Office in Sha Tin
• Good remuneration package and benefits with group life & medical insurance
• May be required to work over-time or outside office hours

Qualifications:
 

• Level 2/Grade E or above in five (5) subjects including Chinese Language and English Language (Syllabus B) in the Hong Kong Certificate of Education Examination (HKCEE) or; Level 2 or equivalent or above in five (5) subjects including Chinese Language and English Language in the Hong Kong Diploma of Secondary Education Examination (HKDSEE);
• Fluency in English, Cantonese and Putonghua;
• Familiar with office software (e.g. Microsoft Office), Chinese word-processing (using Chang-Jei/ Simplified Chang-Jei) and English word-processing;
• Candidates should possess at least six (6) years’ full time relevant working experience and two (2) years’ full time relevant working experience on call centre related services;
• Proven record of study/ training in environmental pollution control and diploma/ certificate in customer services (minimum thirty (30) hours of study) from reputable education institutes is an advantage.

Job Duties:
 

• Assist in operating the Customer Service Centre (CSC), handle calls, fax / email messages, etc. received by the CSC;
• Answer complaints/ enquiries or re-direct the complaints/enquiries to other parties as instructed by the department;
• Input the call information into the database on perform quality control/check as required;
• Assist in keeping records and preparing statistics on complaints and enquiries;
• Assist in conducting outbound survey on customer satisfaction of complaint follow-up service; and
• Perform other duties as assigned by the supervisor and the Government Representative of the CSC.

Additionally for Senior Customer Services Officers:

• Assist in coaching of newly recruited Customer Services Officers;
• Handle difficult cases escalated by Customer Services Officers;
• Provide briefing to Customer Services Officers on latest department information; and
• Assist the Government Representative of the CSC in overseeing the operation of the CSC.