Working Location: Sha Tin

Contract period : Permanent/ Contract

Applications are now invited to fill the following vacancy in the Customer Experience Department of our Customer Success & Experience Business Group (CSE).  Reporting to the Assistant Manager – Process Improvement Transformation, the appointee will be responsible to implement initiatives to improve the customer service end-to-end process to increase customer satisfaction.  Major duties and accountabilities are listed, as follows: 

• Work with different stakeholder to review and streamline the process to drive customer satisfaction and operation efficiency in order to drive up First Call Resolution, customer satisfaction and reduce call handling time

• Work with Digital Team to align both online and offline process’s consistency

• Set up new processes for new channels or new service e.g. Live Chat

• Coordinate with Enterprise Resource Planning (ERP) Project team to ensure new ERP processes are optimized and ready for deployment in ERP 

• Regularly collect feedback from frontline staff and supervisors to identify areas for process improvement

• Identify improvement areas from call monitoring and customer feedback call surveys and develop execution plans

• Manage the Knowledge Management Portal with up-to-dated procedures, guidelines and service promotion

• Keep abreast of latest technologies, best practices and tools in relation to process improvement

• Able to incorporate latest best practices such as Jobs-to-be-done concepts and design thinking into process review

• Support ad-hoc projects related to customer service development and process enhancement

Requirements:

• A recognized university degree or equivalent qualification in Business Administration, Marketing & Management, or related disciplines, with a minimum of 2 years relevant working experience in customer service, marketing and sales / Secondary school graduates with 5 subjects passed in HKCEE/ HKDSE including English (Syllabus B) with a minimum of 6 years working experience in related area. 

• Strong analytical & problem solving skill

• Customer-oriented, self-motivated & good team player

• Fluency in spoken Cantonese and English as well as good writing skills in both languages

• Proficiency in the application of computer software including Words, Excel, PowerPoint and Chinese typewriting

Founded in 1901 as China Light and Power Company Limited in Hong Kong, CLP Group has grown from a Hong Kong-based power utility into a leading investor and operator in the Asia Pacific Region’s electricity market. Its portfolio\ncomprises over 60 generation assets of gas, coal, nuclear and renewable energy, distribution and transmission assets and retail operations. The CLP Group is owned by CLP Holdings, a company listed on the Stock Exchange of Hong Kong.