Job ref no.: CTT-02664 (CT3120118-01#0601)
HKT Teleservices

Supervisor (Tourism / Travel)

HKT Teleservices

  • Discretionary bonus
  • Medical plan

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


  • 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.


  • 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

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-02664 (CT3120118-01#0601)
  • N/A
Job Function
  • Lai Chi Kok
Employment Term
  • Full-time
  • 4 years - 9 years
Career Level
  • Non-management level
  • Diploma or equivalent
  • Asso. Deg or High Dip
  • Degree