West Kowloon Cultural District Authority

Manager, Communications and Public Affairs (Contact Centre) (Ref:19085K)

31/12/2019
Kowloon (Tsim Sha Tsui)




You will be responsible for:

  • planning and managing customer service quality to meet the public engagement objectives of the Authority with the establishment of Contact Centre;
  • coordinating with and managing internal stakeholders for key messaging with regard to the public facing of the Contact Centre services;
  • leading a small team to oversee the launch and operations of the Contact Centre as to provide and achieve the quality customer service standard and the targeted operation cost management of the Authority in an efficient and effective manner;
  • developing and reviewing the customer service related pledge;
  • evaluating service quality and effectiveness of the service provider; initiating and taking remedial actions as required;
  • identifying and implementing process and quality improvement initiatives and trainings to continuously uplift service performance;
  • collaborating and managing external service providers on customer service initiatives as necessary; and
  • driving and executing ad-hoc public engagement projects when required.

You should:

  • possess a recognised university degree or above in Business Administration or related disciplines;
  • possess at least 8 years of relevant and solid experience with 5 years of managerial experience in customer service;
  • have proven solid experience in customer services and contact centre operation management or relevant fields; experience in corporate communications will be an advantage;
  • have sound people management and interpersonal skills, and be able to build rapports with internal and external stakeholders;
  • possess excellent presentation skills with high degree of maturity;
  • be able to communicate pleasantly and influence credibly and effectively at all levels of the organisation;
  • have strategic thinking and excellent planning and organisation skills;
  • demonstrate ability to multi-task; be a good team player, able to meet tight deadlines and work under pressure, creative and dynamic;
  • demonstrate a high adaptability to an environment of volatility, uncertainty, complexity and ambiguity; and
  • have excellent written and spoken English, Cantonese and Putonghua.



For interested parties, please submit your application with detailed CV on or before 18 August 2019. Applicants are encouraged to submit their applications as soon as possible.  The review of applications will continue until the post is filled.

Data collected will only be used for job application processing. Your data may be accessed by our appointed recruitment consultants who have agreed to keep confidence of all personal data in not less than the standards applicable to us. Applicants not being invited for interview within 4 weeks from the submission date may assume their applications unsuccessful.

All related information will be kept up to 24 months and all personal data will be destroyed afterwards.

For more information

http://www.westkowloon.hk or contact

Ms. Charlotte Ng at 2200-0139



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