Customer Service Supervisor

Duties

(a) To handle enquiries and complaints from the public through telephone and other electronic means, e.g. emails, online platform and fax;

(b) To manage customer service hotline and register cases;

(c) To supervise Customer Service Officers (CSOs) and handle complicated cases;

(d) To prepare and conduct regular briefings and trainings to CSOs regarding the operation of the call centre and latest news of the Department;

(e) To assist Duty Supervisors by monitoring the daily operation of the hotline system and case registration system;

(f) To review call recordings and case register for quality assurance and service compliance;

(g) To manage record keeping and verify statistical reports;

(h) To conduct and review survey related to enquiries and complaints; and

(i) To perform any other duties as assigned by the senior officers.

Successful candidates may work at offices in Shatin, Tsuen Wan or other locations as assigned.

Other Job-related Requirements: The hours and venues of work may be varied having regard to the operational needs of the department. Successful candidates may be required to work on shifts and overtime, including evenings, weekends, Sundays and public holidays.

Entry Requirements

Applicants should –

(a)(i) have attained “Level 2” or equivalent or above in five subjects including Chinese Language and English Language in the Hong Kong Diploma of Secondary Education Examination (HKDSEE) [Note (1)], or equivalent; or

(ii) have attained “Level 2”/ “Grade E” or above in five subjects including Chinese Language and English Language in the Hong Kong Certificate of Education Examination (HKCEE) [Note (2)], or equivalent;

(b) have at least six years of full-time working experience [Note (3)] in call centre or customer service centre, of which at least two years in supervisory role, preferably in the Government or public organisations;

(c) have good leadership, analytical, communication and staff management skills and ability to work independently;

(d) have strong expertise in management of call centre or customer service centre;

(e) be fluent in English, Cantonese and Putonghua; and

(f) have proficiency in common computer applications (e.g. Microsoft Word and Excel) as well as Chinese and English word processing.

Pay

HK$28,790 per month

Terms of Appointment

Successful candidates will be appointed on non-civil service contract terms for a period of one year.

How to Apply

(1) Applicants must apply online through the G.F. 340 Online Application System of the Civil Service Bureau (<https://www.csb.gov.hk>) on or before the closing date for application.

(2) After the submission of online application, the applicants should submit copies of relevant documents in support of their –

(i) relevant academic qualification; and

(ii) relevant work experience

by email to <[email hidden]> on or before closing date for application. Title of the post being applied for and the online application number should be quoted in the email subject, as well as on every page of the copies of the documents listed above.

(3) Applications which are incomplete, or submitted in person, by post, by fax or by email, or without the required copies of the documents listed in item (2) above by the deadline will NOT be considered.

(4) Applicants should provide their email addresses in the application forms. Candidates who are invited to attend the selection interview will normally receive an invitation by email within eight weeks from the closing date for application. This period may be longer in exceptional circumstances, e.g. when a large number of applications are received or when there are other complications. Those who are not invited for selection interview may assume that their applications are unsuccessful.