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Job content

Your role:

  • Handle complaints, adhere to operating guidelines, work within delegated authorities, and meet departmental SLA targets
  • Handle and investigate complaint cases from direct customers
  • Perform acknowledgement, investigation, resolution and response
  • Involve operations/distribution for case information, root cause reason and execution of approved actions
  • Be responsible for following complaints operating guidelines including delegated authorities for resolution and compensation
  • Work close with CS Operation, Marketing, Logistic and other counterparts, to provide resolutions and responses
  • Take initiatives to review service procedures, identify training needs and facilitate the roll-out process to ensure a smooth adaptation

To succeed in this role:

  • Matriculated / Diploma holder with a minimum of 3 years’ experience in customer service or complaint handling in contact center
  • Strong analytical, logical, negotiation and problem-solving skills
  • Excellent communication and interpersonal skills
  • Proficiency in written and spoken English, Cantonese and Putonghua
  • Intermediate to advanced skills of Microsoft Excel, PowerPoint and Word
  • Self-motivated, result-oriented and able to work under pressure with minimal guidance
  • Willing to perform shift duties, including weekends and public holidays if required
  • Relevant working experience in loyalty or ecommerce industry is an advantage

We offer attractive & competitive salary and benefits, an exciting work environment and excellent career development opportunities. If you have the desire for an exciting and rewarding career, please send us your resume (please put our ref no. on the application subject), statingyour present and expected salary to Human Resources Department to email: [email protected] pccw.com.

For more information on other job opportunities of PCCW, please visit our website: www.pccw.com.

HKT is an equal opportunity employer and welcomes applications from all qualified candidates. Information provided will be treated in strict confidence and will only be used for recruitment-related purposes. Personal data provided by job applicants will be used strictly in accordance with the employer’s personal data policies, a copy of which will be provided immediately upon request.

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