Customer Service Supervisor

Digital Policy; Hong Kong; On-site; HKD 240,000 - 300,000; Full time

Benefits offered by this job

14 days paid annual leave

Job summary

The Environmental Protection Department is seeking a candidate to manage public enquiries and complaints via phone, email and other channels. You will supervise Customer Service Officers, register cases and conduct regular trainings on call centre operations and departmental updates.

You will monitor daily hotline activities, review recordings for quality, manage records and statistics, and assist in survey-related tasks.

Qualifications

• Five HKDSEE subjects with Level 2+ including Chinese and English.
• HKCEE Level 2/Grade E+ including Chinese and English where applicable.
• Six years of full-time work experience in call centre or customer service, with at least two years in a supervisory role.

Responsibilities

• Handle enquiries and complaints from the public through telephone and other electronic means (emails, online platform, fax).
• Manage customer service hotline and register cases; supervise CSOs and handle complex cases.
• Prepare and conduct regular briefings and trainings to CSOs on call centre operation and latest department news.
• Assist Duty Supervisors by monitoring daily hotline operation and the case registration system.
• Review call recordings and case registers for quality assurance and service compliance; manage record keeping and verify statistics.
• Conduct and review surveys related to enquiries and complaints; perform other duties as assigned by senior officers.

Skills

Leadership

Analytical

Communication

Staff management

Independent work

MS Word

MS Excel

English Cantonese Putonghua

Tools

MS Word

MS Excel

Job description

Entry Requirements

• (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
• (a)(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.

Note

• (1) For appointment purpose, “Attained” in Applied Learning subjects (subject to a maximum of two Applied Learning subjects) and, “Grade E” in Other Language subjects in the HKDSEE are accepted as equivalent to “Level 2” in the New Senior Secondary subjects in the HKDSEE.
• (2) For appointment purpose, “Grade E” in Chinese Language and English Language (Syllabus B) in the HKCEE before 2007 are accepted administratively as comparable to “Level 2” in Chinese Language and English Language in the 2007 HKCEE and henceforth.
• (3) Experience of internship, freelance or voluntary work will not be considered as full-time working experience.

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.

Terms of Appointment

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

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”.

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]