Assistant Customer Care Supervisor
China Mobile Hong Kong Co. Ltd.
Hong Kong

CHINA MOBILE HONG KONG COMPANY LIMITED ("CMHK") is the wholly-owned subsidiary of China Mobile Limited (HKEx : 941) (NYSE : CHL), which ranks 47th on the Fortune Global 500.

Our company strives to offer superior service experience and to become the preferable digital partner for customers. We are preserving an environment with trust, responsibility and caring.

At CMHK, we commit to maximizing people’s potential and paving the way toward success for every striver. We are now inviting high caliber professional to join us.

Department : Customer Contact Centre

In this position, you will :

  • Supervise daily Hotline operation and traffic analysis to ensure all performance targets are met
  • Supervise a team of Senior Customer Care Specialist & Customer Care Specialist to implement policy and procedure
  • Coach, monitor and deliver on the job training to subordinates to ensure them performing in a desirable standard
  • Coach, monitor and assist subordinates to perform in a desirable result and provide constructive feedback.
  • Handle serious customer complaints
  • Consolidate and analyze raw data to prepare statistical reports for management review
  • Give recommendations on service or operation procedures enhancement
  • Assist in ad hoc projects
  • To be successful in this position, you should meet the following requirements :

  • Form 7 or above
  • At least 5 years Customer Service with 3 years of hotline operation experience preferably in Telecom industry
  • Strong marketing sense of competitors’ offers
  • Strong in MS office
  • Good command in English, Cantonese and Putonghua
  • Excellent Management skill, motivation, diligent, good team player, organized and target oriented
  • When you work :
  • 5 days work
  • 5 days work
  • Shift duty is required (8.75 hours)
  • What you enjoy :
  • Double pay
  • Double pay
  • Discretionary Performance bonus
  • Life insurance
  • Medical insurance
  • Meal allowance
  • Education subsidies
  • Birthday gift
  • Marriage leave
  • Birthday leave
  • Staff discount
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