Your role

• To lead the teams in handling complaints from various channels, including but not limited to hotline, email, live-chat and conduct internal investigation and report preparation for third party complaints (e.g. OFCA, Consumer Council) in a professional and efficient manner.
• To oversee the team's performance and provide expert knowledge support to ensure the team can deliver satisfactory customer service and contribute to achievement of various prescribed service targets.
• To review the solutions for the cases handled by team members and give advice on complaint handling and offer effective solutions to ensure minimal impact to the operation.
• To monitor escalation cases from retail and referral cases from head office.
• To ensure the team operates in compliance with all internal and external regulations and guidelines.
• To motivate and encourage the team to provide satisfying solutions to customers in a professional manner.
• To review, analyze and recommend strategies to drive the performance of Call Centre.
• To identify training needs, develops and executes service plans effectively for continuous improvements.

To succeed in this role

• Degree holder or above with minimum 8 years’ relevant experience in customer service management area, especially on complaint handling.
• Excellent communication and interpersonal skills to collaborate with stakeholders at all levels of the organization.
• Strong analytical, problem-solving and decision making skills.
• Ability to demonstrate flexibility and resiliency in the face of changing work requirement.
• Capability of liaising, influencing and negotiating with a diverse range of internal and external stakeholder.
• Proficiency in written and spoken English, Cantonese and Mandarin.
• Candidate with less experience will be considered as Assistant Manager.

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.