Railway Passenger Support Coordinator

2 weeks ago


Hong Kong, Central and Western District, Hong Kong SAR China Mass Transit Railway Full time

Mass Transit Railway is seeking a highly motivated and experienced Senior Customer Care Representative to join our team.

Job Summary

The successful candidate will be responsible for handling customer enquiries, complaints, and escalated cases via the MTR hotline. They will also provide training, offer advice and support to team members, monitor daily hotline duties, prepare regular reports, and handle administrative tasks of the team.

Main Responsibilities
  • Manage and resolve customer complaints in a timely and professional manner.
  • Collaborate with team members to achieve customer satisfaction goals.
  • Identify and implement process improvements to enhance customer experience.
  • Notify management on sensitive issues or other cases received via hotline that require special attention.
Qualifications and Requirements
  • A minimum of 5 years' relevant experience in customer service or a related field.
  • Strong interpersonal and communication skills with good command of written and spoken English and Chinese.
  • Proficiency in Chinese word processing.
  • Grade E / Level 2 / "Attained" or above in 5 subjects in HKCEE / HKDSE, including English and Chinese Languages.


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