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.

电讯盈科有限公司（PCCW Limited）（香港联合交易所上市代号：0008）是HKT集团控股有限公司（HKT）的控股公司，而HKT则是香港首屈一指的电讯商，也是世界级资讯及通讯科技公司。电讯盈科亦持有盈科大衍地产发展有限公司的大部分股权以及包括全资附属公司UK Broadband Limited的海外投资。
PCCW/HKT率先为香港带来 四网合一 的新体验，提供一系列跨越固网、宽频互联网、电视及流动通讯四个平台的创新媒体内容及服务。此外，本集团在致力满足本地及国际商界的先进需要之余，亦为网络商提供领先的技术服务，并承办公营及私营机构的大规模外判资讯科技项目。
为配合中国区的业务发展，以下业务单位诚邀有信心活力、渴望寻求自我发展机会的优秀人才加入。