To provide respective backend support functions to CRM Centre so that end-to-end processes can be in place to ensure an overall smooth, accurate and efficient centre operations.
To perform call assessment objectively by random call monitoring to evaluate frontline performance in terms of telephone manner, customer handling skill and product knowledge together with checking on data accuracy to ensure the end-to-end process is fully aligned with prescribed quality requirements and provide the highest level of personalized customer care and develop a long-term customer relationship;
To assist QA Manager to develop and implement quality assurance policies and procedures;
To provide instant alert and improvement recommendation to Operation Management when fatal error is found observed;
To recommend or suggest enhancement on overall call monitoring or quality assurance mechanism, including assessment form and script in use, so that both effectiveness and efficiency issues can also be addressed;
To conduct coaching to frontline CSE to identify the strength and weakness and provide improvement recommendation to ensure CSE meet the requirement of service quality
Conduct mystery calls on scope of CS policy, program, and complaint issue cases
Support ad hoc company events.
Diploma graduates or above;
Dedicated to excellent customer service & preferably with minimum 1 year working experience in customer service;
Excellent communication, trouble-shooting and problem solving skills;
Service-oriented, customer focused, self-motivated, patient and attending to customer’s request promptly and responsibly;
Strong proficiency in both English and Chinese, and especially written English. Fluency in Putonghua is a definite advantage;
Proficiency in MS office, especially PowerPoint and Chinese Word Processing
We offer attractive & competitive salary and benefits, an exciting work environment and excellent career development opportunities. If you have the desire for an exciting and rewarding career, please send us your resume (please put our ref no. on the application subject), stating your present and expected salary to Human Resources Department by email to email@example.com
For more information on other job opportunities of PCCW, please visit our website: www.pccw.com.
HKT (SEHK: 6823) is Hong Kong's premier telecommunications service provider and leading operator in fixed-line, broadband and mobile communication services. It meets the needs of the Hong Kong public and local and international businesses with a wide range of services including local telephony, local data and broadband, international telecommunications, mobile, and other telecommunications businesses such as customer premises equipment sales, outsourcing, consulting, and contact centers.
HKT offers a unique quadruple-play experience in Hong Kong delivering media content on its fixed-line, broadband Internet access and mobile platforms jointly with its parent company, PCCW Limited.
HKT also provides a range of innovative and smart living services beyond connectivity to make the daily lives of customers more convenient, whether they are at home, in the workplace, or on the go.