Senior Customer Care Representative (Ref: 260000YA)

MTR Corporation; Hong Kong Island; On-site; HKD 240,000 - 360,000; Full time

Job summary

MTR Corporation is seeking a Senior Customer Care Representative to manage the MTR Hotline, handle enquiries and escalated cases, and train team members. The role requires supervising daily operations, reporting, and contacting management on sensitive issues.

The successful candidate will have at least 5 years in customer service, fluent English and Chinese (including Putonghua), strong communication skills, and MS Office proficiency. A joining bonus of HK$12,000 is offered.

Qualifications

• Five subjects in HKCEE/HKDSE with English and Chinese, grade level at or above Attained
• At least 5 years of relevant customer service experience
• Strong interpersonal and communication skills in English and Chinese, including Putonghua
• Proficiency in MS Office and Chinese/English word processing

Responsibilities

• Handle customer enquiries, complaints and escalated cases via the MTR Hotline
• Provide training, guidance and support to team members
• Oversee daily hotline operations and prepare regular reports
• Notify management of sensitive issues or cases requiring attention
• Conduct hospital visits or follow-up calls to injured passengers as required

Skills

Interpersonal skills

Communications

Bilingual English/Chinese

Putonghua

Education

HKCEE/HKDSE English & Chinese

Tools

Microsoft Office

Job description

Senior Customer Care Representative (Ref: 260000YA)

Handle customer enquiries, complaints, and escalated cases via the MTR Hotline while providing training, guidance and support to team members

Oversee daily hotline operations, prepare regular reports and handle administrative tasks of the team

Notify the management on sensitive issues or other cases received via hotline that require special attention

Conduct hospital visits or make follow up phone calls to injured passengers to express care and concern on behalf of the Corporation, during or outside office hours as required

Responsibilities

• Handle customer enquiries, complaints, and escalated cases via the MTR Hotline while providing training, guidance and support to team members

• Oversee daily hotline operations, prepare regular reports and handle administrative tasks of the team

• Notify the management on sensitive issues or other cases received via hotline that require special attention

• Conduct hospital visits or make follow up phone calls to injured passengers to express care and concern on behalf of the Corporation, during or outside office hours as required

Requirements

• Grade E / Level 2 / "Attained" or above in 5 subjects in HKCEE / HKDSE, including English and Chinese Languages

• A minimum of 5 years’ relevant experience, preferably in the customer service industry

• Strong interpersonal and communication skills with good command of both written and spoken English and Chinese, including Putonghua

• Hands‑on experience in various software applications such as Microsoft Office (e.g. Word & Excel), and proficiency in Chinese and English word processing

Remarks

• Required to perform duties on Saturdays and outside office hours

• Appointment will be made on two-year renewable contract terms

• The above position offers a Joining Bonus of $12,000, subject to the terms and conditions of the relevant programme