What You Will Be Doing

• Supervising the Customer Service team with the development, implementation, and maintenance of programs to achieve operational KPIs such as customer satisfaction, first-touch resolution, quality, productivity and case management
• Creates daily accountability for agents regarding the customer service scorecard
• Agent development – Provide soft skill coaching and continued business knowledge training to build and maintain required skill sets
• Assist in the on-job training of newly hired Service agents
• Participates in the planning and evaluation of root cause issues to increase continuous improvement in the field, determine and identify trends and make appropriate, timely recommendations to management
• Constantly trying to improve the customer experience by analyzing operational performance alongside your manager
• Reviewing the current customer service operation and helping your manager set up new processes to streamline and improve the customer experience
• Prepare productivity reports
• Working 9 hours per day with shift rotations between 09:00 – 24:00 (including weekends & public holidays)
• 8 days’ off per month
• Working Location: Tseung Kwan O Industrial Estate

Who is our Right Fit

• Diploma holder with 5 years or above in the customer service/ contact center industry; or with extensive years of relevant experience
• Minimum 2 years at supervisory level
• Strong ability to deal with difficult people with excellent complaint handling skills
• Excellent supervisory skills with demonstrated problem-solving capability and decision-making potential
• Strong prioritizing and multitasking skills to work within tight deadlines
• Good command of spoken and written Chinese and English
• Proficient in computer skills, including MS Office and Chinese typing

As an HKTVer, you can enjoy the following benefits:

• Night Shift Allowance
• Discretionary Bonus
• Signing Bonus of $6,000#
• Free Shuttle Bus Service
• 16 Days of Paid Annual Leave
• 2 Days of family Care Leave*
• Birthday leave and Marriage Leave*
• Employee Discount of 20% on Shopping
• Medical and Life Insurance Coverage

**Available to colleagues who have served in the company for 1 year or more

Terms and Conditions for the Newcomer Signing Bonus (if applicable):

1. The colleague must not have been previously employed by the company.
2. The colleague must still be employed by the company on each bonus payment date.
3. The bonus will not be awarded if the colleague has already applied for resignation before the bonus payment date.

In case of any disputes, the company reserves the right to make the final decision.

Please note that all collected information is solely for recruitment purposes, treated with utmost confidentiality, and used exclusively for recruitment purposes.