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Senior Customer Service Specialist

2 months ago

Hong Kong, Central and Western District, Hong Kong SAR China China Mobile Hong Kong Co. Ltd. Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Specialist to join our team at China Mobile Hong Kong Co. Ltd. as a Senior / Complaint Operation Specialist.

Key Responsibilities
  • Resolve customer complaints in a timely and professional manner via phone or written communication.
  • Conduct thorough investigations and collaborate with relevant stakeholders to resolve disputes and draft responses to customers, regulatory bodies, and external parties.
  • Identify and highlight critical issues for management review and service improvement.
  • Assist supervisors in analyzing customer feedback reports and contributing to ad-hoc projects.
Requirements
  • HKCEE/DSE/Diploma holder or above.
  • 2-3 years of experience in customer service, preferably with a background in complaint handling.
  • Excellent organizational skills, analytical mind, and strong communication and objection handling abilities.
  • Proficiency in written and oral English, Chinese, and Putonghua is essential.
Work Arrangements
  • 5-day workweek, Monday to Friday, with flexible hours (9:00am - 6:00pm or 10:30am - 7:30pm).
What We Offer
  • Discretionary bonus.
  • Monthly incentive.
  • Life insurance.
  • Medical insurance.
  • Birthday gift.
  • Marriage leave.
  • Birthday leave.
  • Compassionate leave.
  • Staff discount.