Assistant Manager, Visitor Experience Advancement

West Kowloon Cultural District Authority; Hong Kong; On-site; HKD 279,000 - 502,200; Full time

Job summary

West Kowloon Cultural District Authority in Hong Kong seeks a Customer Service Supervisor to lead a multi-channel team. You will guide operations, train staff, manage CRM systems, and liaise with government bodies and vendors to deliver high-quality service.

The role requires a degree in a relevant field, at least 5 years in customer services with 3 in supervision, and willingness to work weekends for ad hoc assignments.

Qualifications

• A university degree in Communications, Hospitality, Business Administration or related field.
• At least 5 years of relevant experience with 3 years in supervisory role in customer services and contact centre management.
• Experience operating a large public-facing contact centre with CRM systems.
• Strong stakeholder relations and vendor management skills.
• Excellent teamwork, interpersonal, and crisis management abilities.
• Willingness to work on weekends or public holidays for ad hoc assignments.

Responsibilities

• Supervise a customer service team to deliver multichannel services.
• Guide and support the team to resolve inquiries and handle escalated complaints.
• Train and develop staff to improve quality and efficiency.
• Coordinate with internal stakeholders and external partners, incl. govt bodies.
• Collaborate with external service providers to optimize contact centre operations.
• Keep Knowledge Base and training materials up-to-date.
• Prepare accurate reports reflecting overall service performance.
• Lead UAT for contact centre and CRM systems.
• Drive external affairs projects when required.
• Perform other duties as assigned.

Skills

Team leadership

Customer service mgmt

Crisis management

Vendor management

Stakeholder comms

Education

Bachelor's degree in Communications, Hospitality, Business Admin or related

Tools

CRM systems

Job description

Responsibilities

• managing and supervise a customer service team to deliver superior customer services via various channels;
• providing guidance and support to facilitate team members in service delivery and daily operations, resolve complex customer enquiries and handle complaints escalated from various channels effectively and independently;
• training and develop the team members to acquire the relevant skills and knowledge so as to enhance the overall work quality and efficiency;
• liaising and coordinate with internal key stakeholders and work closely with external stakeholders including Government bodies, public organisations, etc, on feedback from general public and undertake analysis for service review and improvement;
• organising and collaborate with external service providers to optimise the operation of the Contact Centre by implementing the strategies to achieve the objectives;
• ensuring the information and data in Knowledge Base and training materials are up-to-date to facilitate the delivery of quality customer service by the team consistently;
• preparing accurate and relevant reports to reflect overall performance of the services and feedback from general public;
• as the key player for the enhancement and UAT of Contact Centre related and CRM systems;
• driving and executing external affairs related projects when required; and
• performing any other duties from time to time as reasonably assigned by the Authority.

Qualifications

• possess a recognised university degree or above in Communications, Hospitality, Business Administration or related discipline;
• possess at least 5 years of relevant and solid working experience with 3 years in supervisory level in customer services and contact centre management or relevant fields, preferably gained in sizable organisations; experience in corporate communications will be an advantage;
• have proven experience in operating a Contact Centre of a sizable organisation with public facing services, internal communications, crisis management, vendor management and hands‑on in CRM system operations;
• apply the skills to maintain positive business relations with internal and external stakeholders, and service providers;
• be a good team player with strong interpersonal and communications skills, self‑motivated with crisis and issue management sense, able to multi‑task and to meet tight deadlines and work under pressure, creative and dynamic;
• have strategic thinking and organising skills to execute projects independently to achieve the public engagement objectives;
• possess strong writing skills and be proficient in spoken English and Chinese including Putonghua; and
• be available to work on weekends or public holidays for ad hoc assignments.

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

25-06-2026

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, please visit https://www.westk.hk

Catrina Mok /[phone]