Your role
- Provide expert knowledge support to Customer Officers and handle complex customer service enquiries
- Resolve customer enquiries promptly and ensure staff members can develop skills to handle similar cases in future
- Follow-up escalation cases from Retail and referral cases from head office
- Handle case issue proactively and provide timely resolution to ensure minimal impact to the operation
- Actively participate in continuous improvement programs entailing changes to processes and functions
- Deliver a satisfactory hotline service through telephone and contribute to achievement of various prescribed service targets
- Perform ad hoc duties as assigned
- 5-day work
To succeed in this role
- HKDSE/ HKCEE or above
- A minimum of one year experience in contact centre operation
- Demonstrated technical job and business knowledge
- Strong analytical, problem solving and decision making skills
- Communicate clearly and concisely, both orally and in writing in Cantonese, English and Mandarin
- Intermediate to advanced skills of Microsoft Excel, PowerPoint and Word
- Ability to build and maintain productive working relationships with stakeholders at all levels
- Able to demonstrate flexibility and resiliency in the face of changing work requirement
- Working Location: Tuen Mun
If you wish to have an exciting and rewarding career, send us your CV via the following methods.
- Email:career-cso@pccw.com
PCCW 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 (www.pccw.com/privacy-statement/index.page), a copy of which will be provided immediately upon request.