Customer Service Manager

2 months 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 and experienced professional to join our team as an Assistant Manager, Public Engagement. This is a key role that will play a critical part in delivering exceptional customer service and public engagement initiatives.

Key Responsibilities:

  • Customer Service Team Management: Manage and supervise a team of customer service representatives to deliver superior customer service via various channels.
  • Knowledge Base and Training: Ensure that the information and data in the Knowledge Base and training materials are up-to-date to facilitate the delivery of quality customer service by the team consistently.
  • Guidance and Support: 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.
  • Team Development: Train and develop team members to acquire the relevant skills and knowledge to enhance the overall work quality and efficiency.
  • Stakeholder Liaison: Liaise and coordinate with internal key stakeholders and work closely with external stakeholders, including government bodies and public organisations, on feedback from the general public and undertake analysis for service review and improvement.
  • Operational Optimization: Organise and collaborate with external service providers to optimise the operation of the Contact Centre by implementing strategies to achieve the objectives.
  • System Enhancement: Drive and execute external affairs related projects, including the enhancement and UAT of Contact Centre related and CRM systems.

Requirements:

  • Education: Possess a recognised university degree or above in Communications, Hospitality, Business Administration or a related discipline.
  • Experience: Possess at least 5 years of relevant and solid 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.
  • Skills: Have 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.
  • Personal Qualities: Be a good team player with strong interpersonal and communications skills, self-motivated with crisis and issue management sense, able to multi-task and to meet tight deadlines and work under pressure, creative and dynamic.
  • Language Skills: Possess strong writing skills and be proficient in spoken English and Chinese, including Putonghua.
  • Availability: Be available to work on weekends or public holidays for ad hoc assignments.

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