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Public Engagement Assistant Manager

2 months ago

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

The West Kowloon Cultural District Authority seeks talented individuals dedicated to realizing the vision of transforming the West Kowloon Cultural District into a premier destination for arts, culture, and entertainment.

Key Responsibilities:

  • Oversee and lead a customer service team to ensure exceptional service delivery across multiple channels.
  • Maintain and update the Knowledge Base and training resources to support consistent quality in customer service.
  • Provide direction and assistance to team members in service execution and daily operations, effectively resolving complex customer inquiries and managing escalated complaints.
  • Train and develop team members to enhance their skills and knowledge, improving overall performance and efficiency.
  • Collaborate with internal stakeholders and engage with external entities, including government agencies and public organizations, to gather feedback and conduct service reviews for improvement.
  • Coordinate with external service providers to enhance the Contact Centre's operations, implementing strategies to meet objectives.
  • Act as a key contributor in the enhancement and user acceptance testing of Contact Centre and CRM systems.
  • Lead and manage projects related to external affairs as necessary.

Qualifications:

  • A recognized university degree or higher in Communications, Hospitality, Business Administration, or a related field.
  • A minimum of 5 years of relevant experience, including at least 3 years in a supervisory role within customer service and contact centre management, preferably in larger organizations; experience in corporate communications is advantageous.
  • Demonstrated experience in managing a sizable Contact Centre with public-facing services, internal communications, crisis management, vendor oversight, and hands-on CRM system operations.
  • A collaborative team player with strong interpersonal and communication skills, self-motivated, capable of managing crises and issues, adept at multitasking, and able to thrive under pressure with a creative and dynamic approach.
  • Possess strategic thinking and organizational skills to independently execute projects aimed at achieving public engagement goals.
  • Strong writing abilities and proficiency in spoken English and Chinese, including Putonghua.
  • Willingness to work on weekends or public holidays for ad hoc assignments.