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Employer Ref: RTF-12021
Recruit Ref: L055840222
Posting Date: 2022-12-01
HKT Services Limited (Group)
HKT Services Limited (Group)

HKT (SEHK: 6823) is Hong Kong's premier telecommunications service provider and leading operator in fixed-line, broadband and mobile communication services. It meets the needs of the Hong Kong public and local and international businesses with a wide range of services including local telephony, local data and broadband, international telecommunications, mobile, and other telecommunications businesses such as customer premises equipment sales, outsourcing, consulting, and contact centers.

HKT offers a unique quadruple-play experience in Hong Kong delivering media content on its fixed-line, broadband Internet access and mobile platforms jointly with its parent company, PCCW Limited.

HKT also provides a range of innovative and smart living services beyond connectivity to make the daily lives of customers more convenient, whether they are at home, in the workplace, or on the go.

Assistant Team Supervisor, Complaint Handling

Your role

  • Provide expert knowledge support to Customer Officers and handle complex customer service enquiries
  • Resolve customer enquiries on the first contact through high level analytical problem solving, decision-making and judgment, and effective communication
  • Provide support to Customer Officers, handle charge dispute and escalations promptly and ensuring that the staff member develops skills to handle such situations in future
  • Provide the backend support to smooth the operation
  • Handle escalation cases from Retail and referral cases from head office
  • Solve problems proactively and provide timely resolution to ensure minimal impact to the operation
  • Actively participating in continuous improvement programs entailing changes to processes and functions
  • Deliver a satisfactory hotline service through telephone and contribute to achievement of various prescribed service targets
  • Carry out any ad hoc duties as requested


To succeed in this role:

  • F.5 or above
  • A minimum of 6 years relevant experience
  • Demonstrated technical job and business knowledge
  • Demonstrated analytical, problem solving and decision making skills
  • Communicate clearly and concisely, both orally and in writing in Cantonese, English and Mandarin
  • Able to build and maintain productive working relationships at all levels
  • Able to demonstrate flexibility and resiliency in the face of changing work requirement;
  •  5-day work
  • Able to work shift duty, 48 working hours per week
  • Less experience candidate may be considered as Senior Customer Officer 

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: or WhatsApp 6392 5242 for enquiries.

For more information on other job opportunities of PCCW, please visit our website:

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 privacy statement (, a copy of which will be provided immediately upon request.

Job Position Level:
Employment Term:
Full Time / Permanent 
Min. Edu. Level Req:
F.5 / HKCEE 
Minimum QF Level attained:
Total Working Exp:
6 or above 
  • Five-Day Work
  • Free Shuttle Bus
  • Medical Insurance
  • Performance Bonus
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Keywords: HKT,CSL,1010,PCCW
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