West Kowloon Cultural District Authority

Senior Communications and Public Affairs Officer (Contact Centre) (Ref:19298)

Kowloon (Tsim Sha Tsui)

You will be responsible for:

  • supervising and managing a customer service team to deliver superior customer services from various channels;
  • maintaining a Knowledge Base to facilitate the delivery of quality customer service by the team; providing support to facilitate team members in service delivery and daily operations, resolving complex customer enquiries and handling complaints escalated from team members effectively and independently;
  • developing and delivering training for team members to acquire the relevant skills and knowledge;
  • coordinating with internal key stakeholders and working closely with supervisor on customer feedback and undertaking analysis for service review and improvement;
  • working with external service providers on the daily operation of the Contact Centre; 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 discipline;
  • have at least 3 years of relevant and solid experience in customer service; experience in corporate communications will be an advantage;
  • have solid experience in day-to-day operation in relation to customer service and contact centre, and a sound knowledge of operating a contact centre and hands-on in CRM systems;
  • be a positive thinker with good management and organisational skills, a good team player with multi-tasking skills and able to meet tight deadlines under work pressure, creative and dynamic environment;
  • have strong interpersonal and communication skills that can work and build rapport with internal and external stakeholders; and
  • have good command of both written and oral English and Chinese; proficient in Putonghua is highly preferable.

For interested parties, please submit your application with detailed CV on or before 19 January 2020.  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 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. Airy Shum at 2200-0127

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