Contact Centre Lead – Operations & Service Quality

Property Management Services Authority; Hong Kong; On-site; HKD 268,000 - 469,000; Full time

Job summary

Property Management Services Authority is seeking a Senior Officer (Contact Centre) to oversee daily operations, supervise frontline staff, and handle enquiries and complaints from the public and property management sector.

The role requires strong communication skills in English and Chinese, proficiency in MS Office, and the ability to work under pressure. The appointment is a one-year fixed-term contract with potential renewal based on needs and performance.

Qualifications

• Three years' relevant experience in call centre / contact centre.
• Regulatory/public bodies or property management sector experience desirable.
• Proficient in MS Office including Word, Excel, PowerPoint and Chinese Word Processing.
• Excellent communication, interpersonal, organization and problem solving skills.
• Good command of English and Chinese; Putonghua is an advantage.
• Customer-oriented and able to work independently and under pressure.

Responsibilities

• Oversee daily operations of the Contact Centre to ensure service quality and efficiency.
• Supervise frontline staff handling enquiries and complaints from the property management sector and the public.
• Handle telephone and written enquiries and complaints relating to PMSA.
• Assist in formulating, reviewing and implementing Contact Centre procedures.
• Contribute to development, maintenance and enhancement of Contact Centre facilities.
• Prepare, analyse and compile statistical reports for management review.
• Perform other duties as assigned by the Management.

Skills

Communication

Interpersonal

Organization

Problem solving

Bilingual English/Chinese

Customer focus

Tools

MS Word

MS Excel

MS PowerPoint

Chinese Word Processing

Job description

Property Management Services Authority is seeking a Senior Officer (Contact Centre) to oversee daily operations, supervise frontline staff, and handle enquiries and complaints from the public and property management sector.

The role requires strong communication skills in English and Chinese, proficiency in MS Office, and the ability to work under pressure. The appointment is a one-year fixed-term contract with potential renewal based on needs and performance.