Customer Service Team Lead

7 days ago


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

At Mass Transit Railway, we are seeking a skilled and experienced Senior Customer Care Representative to join our team.

Job Description

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.

Responsibilities
  • Respond to customer inquiries in a professional and courteous manner.
  • Escalate complex issues to management as required.
  • Provide training and guidance to team members on customer service best practices.
  • Monitor and analyze customer feedback to identify areas for improvement.
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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