Job ref no.: CTT-11649 (CT3117724-01#1831)
HKT Teleservices

Supervisor (Tourism / Travel)

HKT Teleservices

Benefits
  • Discretionary bonus
  • Medical plan

We are looking for energetic and enthusiastic candidates to join our team for the following challenging and rewarding position.

Responsibilities:

  • Report to operations manager and supervise a team of travel agents to deliver superior customer services via various channels;
  • Provide guidance and support to facilitate team members in service delivery and daily operations, resolve complex member enquiries and handle complaints escalated from team members effectively;
  • Review and evaluate the service quality of the team members to achievedifferent key service indices, such as telephone service factor, service level agreement, customer satisfaction and productivity;
  • Monitor traffic patterns and deploy resources appropriately to meet service targets, including work roster arrangements and resources planning;
  • Work closely with operation managers on customer feedback and undertake analysis for service review and improvement;
  • Perform ad-hoc tasks as allocated by Operations Manager.

Requirements:

  • Diploma or degree holder in tourism, hospitality or related discipline;
  • Minimum 4 years of experience in customer service with supervisory / team leader experience. Experience in travel industry will be a strong advantage;
  • A qualified accreditation in IATA or certificate holder in Travel and tourism association;
  • Good knowledge in travel products, call center operation and global distribution system (GDS), such as Amadeus. Hands-on experience in reservation and ticketing is preferred;
  • Initiative, open-minded, result-oriented and able to work under pressure;
  • Positive thinker with good management skill and exceptional customer service attitude, and an ability to listen, analyze and find solutions;
  • Good command of both written and spoken English and Cantonese;
  • Work location: Mei Foo call center
  • Immediate available is preferred

Post: Human Resources, HKT Limited, 13/F, 9 Po Lun Street, Lai Chi Kok, Kowloon
Email: career-teleservices@pccw.com

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.

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More job information
Job ref no. CTT-11649 (CT3117724-01#1831)
Salary
  • N/A
Job Function
Industry
Location
  • Lai Chi Kok
Employment Term
  • Full-time
Experience
  • 4 years - 9 years
Career Level
  • Non-management level
Education
  • Diploma or equivalent
  • Asso. Deg or High Dip
  • Degree