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Recruit Ref.: L04928097
Posting Date: 2020-06-30
Assistant Customer Service Manager / Supervisor
香港電視 Hong Kong Television Network Limited (HKTV)

What will you be Doing

  • Supervise the contact center and customer service team with the development, implementation, and maintenance of programs to achieve operational KPIs such as customer satisfaction, first-touch resolution, quality, and productivity and case management
  • Hire and train contact center representatives to respond to customer questions and complaints and troubleshoot problems with services or products
  • Answer questions from contact center representatives regarding best practices or difficult contacts
  • Anticipate escalation and take over contacts when needed
  • Monitor and evaluate team members' performance, provide learning or coaching opportunities, and take corrective action, if necessary
  • Ensure contact center representatives understand and comply with all contact center objectives, performance standards, and policies
  • Identify operational issues, root cause, trends and timely suggesting possible improvements to management
  • Prepare reports and analyzing and summarizing data and trends to assist management as they determine contact center goals
  • Assist in the formulation of targets for individuals and teams
  • Work with other supervisors and management team members to support agents and maximize customer satisfaction
  • Work closely with manager to ensure staffing/roster levels support business targets
  • Other duties and responsibilities as assigned

Who is our Right Fit

  • Degree holder or above
  • Strong background in Contact Center / BPO activity
  • Minimum 8+ years of experience in the contact center with 4+ years of supervisory (>50 contact center representatives)
  • Experience managing a multi-channel environment (telephone, email, chat, social media) highly preferred
  • Excellent problem solving, leadership, and customer service skills
  • Excellent listening skills, critical-thinker with attention to detail
  • Strong ability to deal with difficult people with excellent complaint handling skills
  • Strong prioritizing and multitasking skills and effectively manage different timelines
  • Exceptional verbal and written communication skills in English and Cantonese
  • Knowledge of PC applications/tech-savvy, including MS Office and Chinese typing
  • Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hour


  • Industry: Media
  • Job Category / Function: Customer Service / Customer Service
  • Job Category / Function: Sales / Telesales / Telemarketing / Call Centre
  • Job Category / Function: Sales / Others
  • Job Position Level: Middle
  • Employment Term: Full Time / Permanent
  • Min. Edu. Level Req: Bachelor
  • Total Working Exp: 8
  • Salary(HKD): --
  • Location:
    Sai Kung District / Tseung Kwan O
  • Benefits:
    • Birthday Leave
    • Education Allowance
    • Free Shuttle Bus
    • Life Insurance
    • Marriage Leave
    • Medical Insurance
    • Paternity Leave
    • Staff Discount
About 香港電視 Hong Kong Television Network Limited (HKTV)

Established in 1992, the Group possesses extensive and successful experience in telecom market liberalization, popularizing advanced technology and applications. The Group currently engages in the development of Hong Kong's largest 24-hour online shopping mall, HKTVmall, providing an "one-stop shop" platform to people in Hong Kong, including entertainment, online shopping, delivery service and impressive customer experience.

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