Public Engagement Assistant Manager

7 days ago


Hong Kong, Central and Western District, Hong Kong SAR China West Kowloon Full time

The West Kowloon Cultural District Authority seeks outstanding individuals who are dedicated to fulfilling the vision of establishing the West Kowloon Cultural District as a premier destination for arts, culture, and entertainment.

Your responsibilities will include:

  • Leading a customer service team to provide exceptional service across multiple channels;
  • Maintaining up-to-date information in the Knowledge Base and training resources to ensure consistent quality in customer service;
  • Offering guidance and support to team members in service delivery, resolving complex inquiries, and effectively managing escalated complaints;
  • Training and developing team members to enhance their skills and improve overall work quality and efficiency;
  • Coordinating with internal and external stakeholders, including government entities and public organizations, to gather feedback and analyze service for improvement;
  • Collaborating with external service providers to optimize Contact Centre operations and implement strategies to meet objectives;
  • Playing a key role in enhancing and testing Contact Centre and CRM systems;
  • Executing external affairs projects as needed.

To be successful in this role, you should:

  • Hold a recognized university degree or higher in Communications, Hospitality, Business Administration, or a related field;
  • Have a minimum of 5 years of relevant experience, including at least 3 years in a supervisory role within customer service and contact centre management, preferably in large organizations; experience in corporate communications is advantageous;
  • Demonstrate proven experience in managing a Contact Centre for a sizable organization, with expertise in public-facing services, internal communications, crisis management, vendor management, and hands-on CRM operations;
  • Exhibit strong interpersonal and communication skills, be self-motivated, capable of managing crises and issues, able to multitask, meet tight deadlines, and work effectively under pressure;
  • Possess strategic thinking and organizational skills to independently execute projects that achieve public engagement goals;
  • Have excellent writing skills and be proficient in spoken English and Chinese, including Putonghua;
  • Be available for weekend or public holiday assignments as required.


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