Senior Officer (Contact Centre)

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

Senior Officer (Contact Centre) (Ref. No.: PMSA-SOCC-35/26)

The Property Management Services Authority (PMSA) is the statutory body established under the Property Management Services Ordinance (PMSO)(Cap 626) and is tasked to regulate and promote the development of the property management industry. For further details about the PMSA, please visit website at www.pmsa.org.hk.

Responsibilities

Assist in overseeing 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 general public as well as other administrative support duties;

Handle telephone and written enquiries and complaints relating to the business of the Property Management Services Authority;

Assist in the formulation, review and implementation of operating procedures for the Contact Centre;

Assist in the development, maintenance and enhancement of the Contact Centre facilities;

Prepare, analyse, and compile statistical reports for management review; and

Perform any other duties as assigned by the Management.

Requirements

A minimum of 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.

Remuneration will be commensurate with qualifications and experience. Appointment will be on a one year fixed-term contract. Renewal of contract will be subject to operational needs of PMSA and performance of the candidate.

All information provided by applicants will be treated in strict confidence and used for recruitment purposes only. Information provided will be kept for 12 months and will be destroyed afterwards.