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

Property Management Services Authority; Hong Kong; Vor Ort; HKD 268.000 - 469.000; Vollzeit

Zusammenfassung

Property Management Services Authority is seeking a Senior Officer (Contact Centre) to oversee daily operations, supervise frontline staff, and handle enquiries and complaints from the public and property management sector.

The role requires strong communication skills in English and Chinese, proficiency in MS Office, and the ability to work under pressure. The appointment is a one-year fixed-term contract with potential renewal based on needs and performance.

Qualifikationen

• Three years' relevant experience in call centre / contact centre.
• Regulatory/public bodies or property management sector experience desirable.
• Proficient in MS Office including Word, Excel, PowerPoint and Chinese Word Processing.
• Excellent communication, interpersonal, organization and problem solving skills.
• Good command of English and Chinese; Putonghua is an advantage.
• Customer-oriented and able to work independently and under pressure.

Aufgaben

• Oversee daily operations of the Contact Centre to ensure service quality and efficiency.
• Supervise frontline staff handling enquiries and complaints from the property management sector and the public.
• Handle telephone and written enquiries and complaints relating to PMSA.
• Assist in formulating, reviewing and implementing Contact Centre procedures.
• Contribute to development, maintenance and enhancement of Contact Centre facilities.
• Prepare, analyse and compile statistical reports for management review.
• Perform other duties as assigned by the Management.

Kenntnisse

Communication

Interpersonal

Organization

Problem solving

Bilingual English/Chinese

Customer focus

Tools

MS Word

MS Excel

MS PowerPoint

Chinese Word Processing

Jobbeschreibung

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

• 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.

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.

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.

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.