• (a)To handle enquiries and complaints from the public through telephone and other electronic means, e.g. emails, online platform and fax;
• (b)To manage customer service hotline and register cases;
• (c)To supervise Customer Service Officers (CSOs) and handle complicated cases;
• (d)To prepare and conduct regular briefings and trainings to CSOs regarding the operation of the call centre and latest news of the Department;
• (e)To assist Duty Supervisors by monitoring the daily operation of the hotline system and case registration system;
• (f)To review call recordings and case register for quality assurance and service compliance;
• (g)To manage record keeping and verify statistical reports;
• (h)To conduct and review survey related to enquiries and complaints; and
  • (i)To perform any other duties as assigned by the senior officers.

Successful candidates may work at offices in Shatin, Tsuen Wan or other locations as assigned.

Other Job-related Requirements: The hours and venues of work may be varied having regard to the operational needs of the department. Successful candidates may be required to work on shifts and overtime, including evenings, weekends, Sundays and public holidays.

Applicants should –

• (a)
  • (i)have attained “Level 2” or equivalent or above in five subjects including Chinese Language and English Language in the Hong Kong Diploma of Secondary Education Examination (HKDSEE)

• (ii)have attained “Level 2”/ “Grade E” or above in five subjects including Chinese Language and English Language in the Hong Kong Certificate of Education Examination (HKCEE)

• (b)have at least six years of full-time working experience

• (c)have good leadership, analytical, communication and staff management skills and ability to work independently;
• (d)have strong expertise in management of call centre or customer service centre;
• (e)be fluent in English, Cantonese and Putonghua; and
• (f)have proficiency in common computer applications (e.g. Microsoft Word and Excel) as well as Chinese and English word processing.