Senior Customer Officer (Tier 2 Hotline)(Customer Service)

HKT (SEHK: 6823) is Hong Kong's premier telecommunications service provider. 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 sale, outsourcing, consulting, and contact centers.

Together with the highly successful media business of its parent company, PCCW Limited, HKT offers innovative media content and services across the PCCW Group’s unique quadruple-play platforms – fixed-line, broadband Internet access, TV and mobile.

Date Posted: Jul 01, 2020|Closing Posted: Sep 30, 2020
Job Location: Hong Kong
Job Description:

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
Requirements:

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
Application Methods:

If you wish to have an exciting and rewarding career, send us your CV via the following methods.

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.