To lead the team to exceed key performance measures in service and sales, in alignment with company’s business direction;
To guide the team to provide solutions to customer requests and promptly take recovery actions.
To identify opportunities and lead follow-through discussions to improve service processes and contribute to “Go the Extra Mile";
To effectively coach and motivate team members and foster collaboration, by recognizing positive attitude and behavior;
To identify training needs, develop and execute service plans effectively for continuous improvements;
To ensure the team operates in compliance with all internal and external regulations and guidelines.
Matriculated / Diploma holder with a minimum of 5 years’ experience in contact center operation, of which one year in a supervisory role;
Proven experience in managing team performance, in both service and sales;
Demonstrated technical knowledge and business acumen;
Excellent communication and interpersonal skills;
Demonstrated analytical, problem solving and decision making skills;
Proficiency in written and spoken English, Cantonese and Putonghua;
Intermediate to advanced skills of Microsoft Excel, PowerPoint and Word;
Ability to build and maintain productive working relationships at all levels;
Highly Customer centric, having a positive and open mindset;
Must be able to work autonomously and is result-oriented.
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 firstname.lastname@example.org.
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.
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.