Senior Contact Centre Lead – Operations & Customer Insight

Property Management Services Authority; Hong Kong; On-site; HKD 201,000 - 335,000; Full time

Job summary

The Property Management Services Authority is seeking a Senior Officer (Contact Centre) to supervise daily operations and ensure service quality for the Contact Centre in Hong Kong. You will lead frontline staff handling enquiries and complaints from the property management sector and the public, while supporting administrative duties.

The role requires at least 3 years in a call centre, with strong English and Chinese skills (Putonghua a plus) and proficiency in MS Office.

Qualifications

• Minimum 3 years’ relevant experience in call centre / contact centre.
• Experience in regulatory/public bodies or the property management sector will be desirable.
• Proficient in Microsoft Office applications including Word, Excel, PowerPoint and Chinese Word Processing.
• Excellent communication, interpersonal, organization and problem solving skills.
• Good command of both written and spoken English and Chinese. Proficiency in Putonghua will be an advantage; and
• Customer-oriented and able to work independently as well as under pressure.

Responsibilities

• Oversee the daily operations of the Contact Centre to ensure service quality and operational efficiency.
• Supervise frontline staff in handling enquiries and complaints from the property management sector and the public, plus other admin duties.
• Handle telephone and written enquiries and complaints related to PMSA’s business.
• Assist in formulating, reviewing and implementing operating procedures for the Contact Centre.
• Assist in developing, maintaining and enhancing Contact Centre facilities.
• Prepare, analyse and compile statistical reports for management review.
• Perform any other duties as assigned by the Management.

Skills

Excellent communication

Interpersonal skills

Organizational skills

Problem solving

Tools

Microsoft Office

Word

Excel

PowerPoint

Chinese Word Processing

Job description

The Property Management Services Authority is seeking a Senior Officer (Contact Centre) to supervise daily operations and ensure service quality for the Contact Centre in Hong Kong. You will lead frontline staff handling enquiries and complaints from the property management sector and the public, while supporting administrative duties.

The role requires at least 3 years in a call centre, with strong English and Chinese skills (Putonghua a plus) and proficiency in MS Office.