Tuen Mun Area Jobs Customer Relationship Manager, Call Centre (csb6/202305/m-cr/hf/rc) Position at HKT

Image HKT
  • Job vacancies posted on: 12 months ago


We are open recruitment and happily inform you that we are looking for candidates to fill the position of Customer Relationship Manager, Call Centre (CSB6/202305/M-CR/HF/RC) in our company, HKT. For candidates who reside in Tuen Mun Area and its neighboring regions, we are looking for you to be a part of us and work in our company office, and able to labor under a full time & permanent system.

We have specific requirements for each of our employees as well as potential workers, because we are a professional and knowledgeable business in the field we work in. We are interested in hearing from you as soon as possible if you have expertise in the fields and possess a Degree or higher.

We offer you a fairly competitive salary that can be adjusted depending on the credibility you can contribute to our company. It typically ranges from HK$14,000 - HK$43,000 and likely to change at any time. This salary negotiation must be agreed based on our company's HRD agreement.

Job Info

Company HKT
Position Customer Relationship Manager, Call Centre (csb6/202305/m-cr/hf/rc)
Region Tuen Mun Area
Career Level Senior
Work Experience 8 years
Qualification Degree
Type of Work Full Time, Permanent
Minimum Salary HKD 14.000
Maximum Salary HKD 43.000

Your role

  • Manage 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
  • Oversee the team’s performance and provide expert knowledge support to ensure the team deliver satisfactory customer service and contribute to achievement of various prescribed service targets
  • Review and approve 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
  • Handle escalation cases from Retail and referral cases from head office
  • Arrange coaching and training to the team to achieve team objectives and improve performance
  • Coordinate recruitment and ensure the resources allocated are best utilized in achieving respective service level, KPIs
  • Review, analyze and recommend strategies to drive the performance of Call Centre
  • Partner with key stakeholders to plan, develop, implement and review the policies, guidelines and procedures to ensure best practice within the Call Centre

To succeed in this role

  • Degree holder or above
  • A minimum of 8 years of customer service management experiences, especially on complaint handling
  • Excellent communication and interpersonal skills
  • Demonstrated 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 Putonghua

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 click “Apply Now” or send us your resume by email to career-cso@ pccw.com (please mark the job title on the application subject), stating your present and expected salary to Human Resources Department.

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://ww.hkt.com/privacy-statement), a copy of which will be provided immediately upon request.

Office/Company Address

Country Hong Kong
Region New Territories
City Tuen Mun Area
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  • Customer service management
  • Excellent communication and interpersonal skills
  • Customer complaint management

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Company Description

HKT (SEHK: 6823) is Hong Kong's premier telecommunications service provider and leading operator in fixed-line, broadband and mobile communication services. It meets the needs of the Hong Kong public and local and international businesses with a wide range of services including local telephony, local data and broadband, international telecommunications, mobile, and other telecommunications businesses such as customer premises equipment sales, outsourcing, consulting, and contact centers.

HKT offers a unique quadruple-play experience in Hong Kong delivering media content on its fixed-line, broadband Internet access and mobile platforms jointly with its parent company, PCCW Limited.

HKT also provides a range of innovative and smart living services beyond connectivity to make the daily lives of customers more convenient, whether they are at home, in the workplace, or on the go.

Company Info

This vacancy is suitable for those of you who live in the following areas: New Territories