Customer Relationship Officer (Quality Assurance)(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

  • Perform call assessment to evaluate CSE service quality performance in terms of telephone manner, product knowledge and data accuracy to ensure CSE performance is aligned with prescribed quality requirements to develop a long-term customer relationship
  • Provide instant alert and improvement recommendation to Frontline Operation Management when fatal error is found observed
  • Assist QA Manager to develop and implement quality assurance policies and procedures
  • Produce voice log demonstration and handling tips for CSE as reference to uplift service quality, sales revenue, uplift Yan Hei and meet the goal of GEM
  • Recommend enhancement on overall call monitoring or quality assurance mechanism, including assessment form and script in use, so that both effectiveness and efficiency issues can also be addressed.
  • Conduct coaching to frontline CSE to identify the strength and weakness and provide improvement recommendation to ensure CSE meet the requirement of service quality
  • Conduct mystery calls on scope of CS policy, program, complaint issue cases
  • Support ad hoc assignments and company events

To succeed in this role

  • Dedicated to excellent customer service & preferably with minimum 1 year working experience in mobile industry & customer service
  • Service-oriented, customer focused, self-motivated
  • Good interpersonal and communication skills
  • Proficiency in English and Chinese
  • Proficiency in MS office, especially PowerPoint and Chinese Word Processing
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 (, a copy of which will be provided immediately upon request.