Strategic Customer Service Manager for Public Engagement

2 days ago

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

We are seeking a highly skilled Strategic Customer Service Manager to lead our public engagement team at the West Kowloon Cultural District Authority.

Job Overview

This is an exciting opportunity to join our team and contribute to the realization of our vision and mission. The successful candidate will be responsible for managing and supervising a customer service team, ensuring excellent customer service delivery through various channels, and providing guidance and support to facilitate team members in service delivery and daily operations.

Responsibilities
  • Manage and supervise a customer service team to deliver superior customer services via various channels;
  • Ensure information and data in Knowledge Base and training materials are up-to-date to facilitate consistent delivery of quality customer service by the team;
  • Provide guidance and support to facilitate team members in service delivery and daily operations, resolve complex customer enquiries, and handle complaints escalated from various channels effectively and independently;
  • Train and develop team members to acquire relevant skills and knowledge to enhance overall work quality and efficiency;
  • Liaise and coordinate with internal key stakeholders and work closely with external stakeholders, including Government bodies and public organizations, on feedback from the general public and undertake analysis for service review and improvement;
  • Organize and collaborate with external service providers to optimize Contact Centre operations by implementing strategies to achieve objectives;
  • Drive and execute external affairs-related projects as required.
Requirements
  • Possess a recognized university degree or above in Communications, Hospitality, Business Administration, or related discipline;
  • Possess 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 organizations; experience in corporate communications will be an advantage;
  • Have proven experience in operating a Contact Centre of a sizable organization with public-facing services, internal communications, crisis management, vendor management, and hands-on CRM system operations;
  • Be a good team player with strong interpersonal and communication skills, self-motivated with crisis and issue management sense, able to multi-task and meet tight deadlines, creative, and dynamic;
  • Have strategic thinking and organizing skills to execute projects independently to achieve public engagement objectives;
  • Possess strong writing skills and be proficient in spoken English and Chinese, including Putonghua;
  • Be available to work on weekends or public holidays for ad hoc assignments.
What We Offer

We offer a competitive salary range of HKD 55,000 - 75,000 per month, depending on experience, plus benefits and opportunities for professional growth and development.

About Us

The West Kowloon Cultural District Authority is a leading cultural institution in Hong Kong, dedicated to promoting arts, culture, and entertainment. Our mission is to create a vibrant and inclusive community that values creativity, diversity, and excellence.

  • Public Engagement Manager

    4 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Arup Full time

    We are seeking a highly skilled Public Engagement Manager to join our team at Arup in Hong Kong. As a key member of our public relations team, you will be responsible for developing and implementing public relations and communication strategies for various projects.Key responsibilities include:Providing public relations, public engagement, and communication...

  • Customer Service Manager

    4 weeks ago

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

    The West Kowloon Cultural District Authority is seeking a highly skilled Customer Service Manager to join their team. This is a unique opportunity to work in a dynamic and fast-paced environment, delivering exceptional customer service and driving business growth.The successful candidate will be responsible for:Managing and supervising a customer service...

  • Senior Director of Public Engagement and Communications

    3 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Lingnan University Full time

    About Lingnan UniversityLingnan University is a globally recognized institution with a rich history, dedicated to providing high-quality education and conducting impactful research. As one of the eight publicly funded institutions in the Hong Kong Special Administrative Region (HKSAR), we have a long-standing tradition of excellence in higher education.We...

  • Head of Strategic Growth and Customer Engagement

    2 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Manulife Full time

    About the RoleThe Head of Strategic Growth and Customer Engagement is responsible for leading the development and execution of marketing strategies that drive business growth and customer engagement for Manulife. This role will work closely with cross-functional teams to understand customer needs and develop targeted marketing initiatives that meet those...

  • Strategic Customer Service Specialist

    3 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China DBS Bank (Hong Kong) Limited Full time

    Job OverviewTaking the lead in fostering a culture of innovation, DBS Bank (Hong Kong) Limited seeks a Strategic Customer Service Specialist to join our dynamic team. As the first point of contact for our customers, you will be responsible for delivering exceptional customer experiences through phone, live chat, offline messaging, and emails.Key...

  • Director of Public Engagement and Policy Development

    2 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Hong Kong Cyberport Management Full time

    About Hong Kong Cyberport ManagementWe are a leading organization in the tech industry, dedicated to driving innovation and economic growth in Hong Kong.Job OverviewThis is an exciting opportunity for a highly skilled professional to join our team as a Director of Public Engagement and Policy Development. The successful candidate will play a key role in...

  • Customer Service Officer

    3 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Company 28 - Manulife (International) Limited Full time

    About the RoleWe are seeking a skilled Customer Service Officer to join our Customer Engagement Team. As a Customer Service Officer, you will be responsible for providing exceptional customer service and support to our clients.Key ResponsibilitiesProvide excellent customer service and support to clients via phone, email, and chatRespond to customer inquiries...

  • Customer Service Representative

    4 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China TDCX Full time

    Top Reasons to Work with TDCX Attractive remuneration, great perks, and performance incentives Comprehensive medical, insurance, or social security coverage World-class workspaces Engaging activities and recognition programs Strong learning and development plans for your career growth Positive culture for you to #BeMore at work Easy to locate area with...

  • Services Customer Delivery Manager

    3 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Lenovo Full time

    Lenovo Customer Delivery Manager Job DescriptionThe ideal candidate will be responsible for fostering a strong relationship between Lenovo and its customers. This involves identifying opportunities to upsell or cross-sell, resolving issues or complaints, and providing personalized attention and support.Key Responsibilities:Develop and execute strategic plans...

  • Customer Service Representative

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China TDCX Full time

    Top Reasons to Work with TDCXWe offer a competitive remuneration package, including attractive perks and performance incentives.Our comprehensive benefits include medical, insurance, and social security coverage.Enjoy world-class workspaces that foster collaboration and productivity.Engage in activities and recognition programs that celebrate your...

  • Strategic Member Engagement Specialist

    2 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China King Deux Search & Consulting Full time

    About King Deux Search & Consulting We are a specialised executive search firm offering bespoke talent solutions across financial services and commerce. As a Strategic Member Engagement Specialist, you will play a crucial role in creating an exceptional atmosphere for esteemed members. Your responsibilities include: Key Responsibilities: Member Relations:...

  • Development Officer

    4 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China The Hong Kong Federation of Youth Groups Full time

    Job SummaryThe Hong Kong Federation of Youth Groups is seeking a highly motivated and experienced professional to join our team as a Development Officer - Heritage Conservation and Public Engagement. This role will be responsible for developing strategies for talent management, designing activities to engage young leaders and the general public about...

  • Strategic Public Relations Associate

    2 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China King Deux Search & Consulting Full time

    Job OverviewWe are seeking a highly skilled and proactive Public Image Specialist to join our team at King Deux Search & Consulting. As an essential member of our public relations department, you will play a crucial role in enhancing the company's brand image and reputation through strategic initiatives.

  • Senior Manager of Customer Engagement and Journey Design

    2 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Prudential plc Full time

    At Prudential, our purpose is to be a trusted partner for every life and protector for every future. We strive to create an inclusive environment where diversity is celebrated, and our people can grow and succeed.About the RoleThis exciting opportunity will support the CX Lead in driving customer experience initiatives and improving customer journeys across...

  • Strategic Communications and Public Affairs Professional

    2 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China KPMG China Full time

    About the RoleWe are seeking a highly skilled Strategic Communications and Public Affairs Professional to join our team at KPMG China. This is an exciting opportunity for an experienced professional to take on a challenging role that will utilize their expertise in communications, public relations, and project management.

  • Strategic Customer Propositions Director

    3 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Hang Seng Bank Limited Full time

    Hang Seng Bank Limited is committed to service excellence, and our people are our most important asset. We continually enhance our performance for customers by providing best-in-class products and services.Our VisionWe seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities, and competitive...

  • Senior Public Affairs Manager

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China Ocean Park Full time

    Job SummaryOcean Park is seeking a highly experienced Senior Public Affairs Manager to drive its external communications, stakeholder engagement, influencer engagement, and publicity initiatives. The successful candidate will devise and implement communications projects to amplify and deepen public understanding of the Corporation's conservation and...

  • Strategic Partnership Manager

    2 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China King Deux Search & Consulting Full time

    About the RoleWe are seeking a highly skilled Strategic Partnership Manager to join our team as a Customer Experience Specialist.Job OverviewThe hiring company is a leading Hong Kong developer providing diverse experiences to customers. As a CRM Manager, you will develop and execute effective customer relationship management strategies to drive customer...

  • Customer Engagement Specialist

    3 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Hollister Co. Stores Full time

    As a Customer Engagement Specialist at Hollister Co. Stores, you will be responsible for delivering exceptional customer service and creating a welcoming store environment.Salary Information:We offer a competitive hourly rate of HK$70.00, which may be adjusted periodically to reflect market changes.About the Role:This is an exciting opportunity to join our...

  • Executive Sales Director

    3 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Classy Wheeler Limited Full time

    Job Title: Executive Sales Director - Public Sector SolutionsAbout the Role:We are seeking an experienced sales executive to lead our public sector solutions team in Hong Kong. As a key account service lead, you will be responsible for originating executive relationships and pursuing strategic deals in the public sector.Key Responsibilities:Originate...