Senior Public Engagement Manager
15 hours ago
The West Kowloon Cultural District Authority is seeking a Senior Public Engagement Manager to join our team. This role will play a key part in delivering exceptional customer service and experience.
Key Responsibilities- Manage and supervise a customer service team to deliver superior customer services via various channels;
- Evaluate and maintain the accuracy of information in Knowledge Base and training materials to facilitate consistent delivery of quality customer service;
- Provide guidance and support to facilitate team members in service delivery and daily operations, resolving complex customer enquiries and handling complaints escalated from various channels effectively and independently;
- Develop and train team members to acquire relevant skills and knowledge to enhance overall work quality and efficiency;
- Liaise with internal stakeholders and coordinate with external stakeholders, including government bodies and public organisations, to gather feedback and conduct analysis for service review and improvement;
- Collaborate with external service providers to optimise Contact Centre operations by implementing strategies to achieve objectives;
- Lead the enhancement and UAT of Contact Centre related and CRM systems; and
- Drive and execute external affairs related projects as required.
- You should possess a recognised university degree or above in Communications, Hospitality, Business Administration or a related discipline;
- Hold at least 5 years of relevant working experience with 3 years in supervisory level in customer services and contact centre management or relevant fields, preferably gained in sizable organisations; experience in corporate communications will be an advantage;
- Demonstrate proven experience in operating a Contact Centre of a sizable organisation with public facing services, internal communications, crisis management, vendor management and hands-on in CRM system operations;
- Show strong interpersonal and communications skills, self-motivation with crisis and issue management sense, ability to multi-task and meet tight deadlines and work under pressure, creative and dynamic;
- Demonstrate strategic thinking and organising skills to execute projects independently to achieve public engagement objectives;
- Possess strong writing skills and proficiency in spoken English and Chinese, including Putonghua; and
- Be available to work on weekends or public holidays for ad hoc assignments.
- A competitive salary range: HKD120,000 - HKD180,000 per annum (depending on qualifications and experience);
- Opportunities for professional growth and development;
- A collaborative and dynamic work environment;
- A comprehensive benefits package.
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