Task Abstract:

To supervise a team of customer service whose role it is provide hotel & aviation related products service to domestic customers. Responsible to popularize & sell the related products, to complete company each work index and handle customer consultation & demand & complaint.



Main Duties, Responsibilities and Deliverables:

1. Good coaching skills in developing staff’s customer service skill and service attitude;

2. Initiative and innovation in making recommendations for service improvement;

3. Motivating team and encouraging a high-level of team spirit within team and cross-teams;

4. Leading and driving the team to achieve the prescribed sales target;

5. Ensuring that desired reporting requirements are being met and submitting to Operations Manager based on the Service Level through appropriate tracking mechanism and reporting;

6. Ensuring that the team achieves all of the Service Levels;

7. Ensuring that product policies and processes are adhered to by team members;

8. Actively participating in providing feedback (positive and negative) to client in regards to policies, processes and customer feedback;

9. Conducting team briefings and discussions on a regular basis;

10. Ensuring that all issues (customers and systems) are tracked and escalated promptly to Operations Manager.



Competencies:

1. Leadership skills in managing a team of over 10 staff;

2. Excellent customer handling skills in serving difficult customers and enquiries/complaints of complex nature;

3. Being energetic, flexible and able to work under pressure;

4. Good team building, communication and interpersonal skills across all levels;;

5. Ability to communicate effectively in spoken and written English and Chinese (Mandarin/Cantonese);

6. Assertive and result-oriented;

7. Good analytical and problem solving skills;

8. Resilient and positive attitude;

9. Good understanding of call centre operations;

10. Working knowledge of Microsoft Office applications;

11. Experience in project management.

電訊盈科有限公司（PCCW Limited）（香港聯合交易所上市代號：0008）是HKT集團控股有限公司（HKT）的控股公司，而HKT則是香港首屈一指的電訊商，也是世界級資訊及通訊科技公司。電訊盈科亦持有盈科大衍地產發展有限公司的大部分股權以及包括全資附屬公司UK Broadband Limited的海外投資。
PCCW/HKT率先為香港帶來 四網合一 的新體驗，提供一系列跨越固網、寬頻互聯網、電視及流動通訊四個平臺的創新媒體內容及服務。此外，本集團在致力滿足本地及國際商界的先進需要之余，亦為網絡商提供領先的技術服務，并承辦公營及私營機構的大規模外判資訊科技項目。
為配合中國區的業務發展，以下業務單位誠邀有信心活力、渴望尋求自我發展機會的優秀人才加入。