Job ref no.: CTF-09845 (CT3123398-01#1025)
HKT Services Limited

Senior Customer Relationship Officer (Quality Assurance)

HKT Services Limited

  • Competitive pay
  • Discretionary bonus
  • Medical plan
  • Special / extra leave

Job summary:

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

For more information on other job opportunities of PCCW, please visit our website.

HKT is an equal opportunity employer and welcomes applications from all qualified candidates. Information provided will be treated in strict confidence and will only be used for recruitment-related purposes. Personal data provided by job applicants will be used strictly in accordance with the employer's personal data policies, a copy of which will be provided immediately upon request.
Privacy Policy Statement -

More job information
Job ref no. CTF-09845 (CT3123398-01#1025)
Job Function
Employment Term
  • Permanent
  • Full-time
  • 1 year - 7 years
Career Level
  • Non-management level
  • Diploma or equivalent
  • Asso. Deg or High Dip