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於2021-11-25 瀏覽次數 48

Customer Relationship Officer, Compliant Management, Club Hotline


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  • Candy Kwok

What we do

csl is a mobile service brand of CSL Mobile Limited. csl is the leading provider of mobile communications and holds the widest range of radio spectrum of any mobile network operator in Hong Kong. Our new 5G service comes complete with a spectacular breed of audio-visual entertainment, riding on 5G hallmarks of ultra-high speed, massive connectivity and ultra-low latency. csl’s differentiation from competitors is served by a richness of expertise, diverse partner relationships and an approach that enables customers to see the world differently. CSL Mobile Limited is a subsidiary of HKT.

How we do

Innovative, Energetic, Tech-savvy

As a new team member

Your role:

- Handle complaints, adhere to operating guidelines, work within delegated authorities, and meet departmental SLA targets
- Handle and investigate complaint cases from direct customers
- Perform acknowledgement, investigation, resolution and response
- Involve operations/distribution for case information, root cause reason and execution of approved actions
- Be responsible for following complaints operating guidelines including delegated authorities for resolution and compensatio n
- Work close with CS Operation, Marketing, Logistic and other counterparts, to provide resolutions and responses
- Take initiatives to review service procedures, identify training needs and facilitate the roll-out process to ensure a smooth adaptation

To succeed in this role:

- Matriculated / Diploma holder with a minimum of 3 years’ experience in customer service or complaint handling in contact center
- Strong analytical, logical, negotiation and problem-solving skills
- Excellent communication and interpersonal skills
- Proficiency in written and spoken English, Cantonese and Putonghua
- Self-motivated, result-oriented and able to work under pressure with minimal guidance
- Willing to perform shift duties, including weekends and public holidays if required
- Relevant working experience in loyalty or ecommerce industry is an advantage

For more information on other job opportunities of PCCW, please visit our website: www.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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Customer Relationship Officer, Compliant Management, Club Hotline