Customer Service Officer

Digital Policy; Hong Kong; On-site; HKD 201,000 - 312,000; Full time

Benefits offered by this job

14 days annual leave

MPF scheme

End of contract gratuity

Job summary

Environmental Protection Department invites applicants for a customer service role involving handling public enquiries and complaints via telephone, email, and other channels. The job requires strong communication and record-keeping skills, with responsibilities across hotline management and data reporting.

Successful candidates may work at Shatin or Tsuen Wan offices. The contract is non-civil service with a one-year term, offering 14 days annual leave and MPF contributions in line with the

Qualifications

• Fluent in English, Cantonese and Putonghua.
• At least five HKDSEE subjects including Chinese and English or HKCEE equivalents.
• Proficiency in common computer applications (Word, Excel).

Responsibilities

• Handle enquiries and complaints from the public via telephone and electronic channels.
• Manage customer service hotline and register cases.
• Maintain proper records and prepare statistical reports.
• Conduct surveys related to enquiries and complaints.
• Perform other duties as assigned by senior officers.

Skills

English fluency

Cantonese

Putonghua

Communication skills

MS Word & Excel

Education

HKDSEE five subjects including Chinese and English

HKCEE five subjects including Chinese and English

Tools

Microsoft Word

Microsoft Excel

Job description

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 four years of full-time working experience [Note (3)] in call centre or customer service centre, preferably in the Government or public organisations;
• (c) be fluent in English, Cantonese and Putonghua;
• (d) have proficiency in common computer applications (e.g. Microsoft Word and Excel) as well as Chinese and English word processing; and
• (e) have good communication skills and ability to work independently.

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 maintain proper records and prepare statistical reports;
• (d) To conduct survey related to enquiries and complaints, and;
• (e) 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.

Terms of Appointment

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

Fringe Benefits

Fringe Benefits 14 days paid annual leave will be granted to the successful candidates. The eligibility for rest days, statutory holidays (or substitute holidays), maternity/ paternity leave and sickness allowance, where appropriate, is in line with those provided for under the Employment Ordinance. A gratuity may be granted at the end of the contract period if the contract is satisfactorily completed with consistently high standard of performance and conduct. Such gratuity, if granted, plus any contribution made by the Government to a Mandatory Provident Fund (MPF) Scheme in respect of the appointee as required by the MPF Schemes Ordinance, will be equal to 10% of the total basic salary received during the contract period.

General Notes

(a) Candidates must be permanent residents of the Hong Kong Special Administrative Region at the time of appointment unless specified otherwise.

(b) As an Equal Opportunities Employer, the Government is committed to eliminating discrimination in employment. The vacancy advertised is open to all applicants meeting the basic entry requirement irrespective of their disability, sex, marital status, pregnancy, age, family status, sexual orientation and race.

(c) Non-civil service vacancies are not posts on the civil service establishment. Candidates appointed are not on civil service terms of appointment and conditions of service. Candidates appointed are not civil servants and will not be eligible for posting, promotion or transfer to any posts in the Civil Service.

(d) The entry pay, terms of appointment and conditions of service to be offered are subject to the provisions prevailing at the time the offer of appointment is made.

(e) Where a large number of candidates meet the specified entry requirements, the recruiting department may devise shortlisting criteria to select the better qualified candidates for further processing. In these circumstances, only shortlisted candidates will be invited to attend recruitment examination and/ or interview.

(f) It is Government policy to place people with a disability in appropriate jobs wherever possible. If a disabled candidate meets the entry requirements, he/ she will be invited to attend the selection interview/ written examination without being subject to further shortlisting. Applicants who have declared disabilities found suitable for appointment may be given an appropriate degree of preference over other applicants whose suitability for appointment is considered comparable to that of the former. The Government policy and other related measures on employment of persons with disabilities are set out in the booklet “Employ People Based on Their Abilities – Application for Government Jobs by Persons with Disabilities” which is available for reference on the Civil Service Bureau's website at http://www.csb.gov.hk under “Administration of the Civil Service – Appointments”.

(g) Holders of academic qualifications other than those obtained from Hong Kong institutions/ Hong Kong Examinations and Assessment Authority may also apply but their qualifications will be subject to assessments on equivalence with the required entry qualifications. They should submit copies of their official transcripts and certificates to [e-mail] 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.

(h) Towards the application deadline, our online system would likely be overloaded due to large volume of applications. To ensure timely completion of your online application, it is advisable to submit the application as early as possible.

Contact Address: Environmental Protection Department, 10/F, Shatin Government Offices, No.1 Sheung Wo Che Road, Shatin, N.T. [Attn.: Senior Environmental Protection Inspector (Knowledge Management) 2].