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Responsibilities
o Handle inbound and outbound call activities in Contact Centre
o Especially deal with demanding customers and complainants by supervising the communication process between such customers and internal call agents.
o Plan and suggest the strategy to deal with complicated and complaint cases.
o Execute the solution with call agents or may require calling the complainants on your own.
o Assist to manage a call centre sub-team, especially to monitor the answering quality and to provide necessary one-on-one coaching /one to all communication.
o Other special tasks as assigned from Supervisor/ Manager
Requirements
o DSE or above
o At least 5 years Customer Service experiences and 2 years in complaint handling
o Strong MPF and related knowledge
o Good communication and presentation skills and frontline experience, especially in handling of complaint and demanding customers
o Familiar with checking customer profile with back-office system
o Good problem solving skills
o Fluent in English and Mandarin
PCCW Limited is a Hong Kong-based information and communications technology company. The company is the majority owner of telecommunications company HKT Limited, and also holds a majority interest in Pacific Century Premium Developments Limited.
Job ID: 144527913
