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Employer Ref: RTF-12018
Recruit Ref: L055840219
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.

Customer Relationship Manager, Quality Assurance & Process

Your role

  • To lead a team to drive and liaise with Marketing teams to plan, develop and launch mobile business and loyalty related program, products and services in the most effective way for securing the resources, maximizing business revenue and customer experience;
  • To monitor execution of the programs,  collect insights from internal and external customers, share competitive market information and provide evaluation reports for management and Marketing teams’ review;
  • To support hotline operations on program related back-end jobs and problem-solving with marketing and other related departments, identify the issues and improvement areas to drive the best customer service;
  • To act as escalation contact point on all program related matters.
  • To cope with process management team to design and execute workflow on program related, review the effectiveness and efficiency of implemented workflow to drive for operations efficiency and customer satisfaction;
  • To ensure the accuracy of the information upload to knowledge board and review the content regularly for service improvement; 
  • To focus on the development of e-commerce on program related to enrich customer experience;
  • To oversee projects management to support day-to-day operations, achieve key performance indicators and maximize business revenue;

To succeed in this role:

  • Degree holder with minimum 3 years’ relevant experience in customer service management area with proven track record
  • Excellent communication and interpersonal skills
  • Strong customer service and sales mind, assertive and result-oriented
  • Good understanding of call center operations
  • Familiar with Microsoft Office applications
  • High degree of maturity, personal ownership and responsibility
  • Good presentation skills and able to work under tight schedule
  • Experience in driving a sizable team to deliver marketing program and project outcomes

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), stating your present and expected salary to Human Resources Department by sending Email to

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 Category / Function:
Job Position Level:
Employment Term:
Full Time 
Min. Edu. Level Req:
Minimum QF Level attained:
Total Working Exp:
3 or above 
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Keywords: CSL,PCCW,HKT,1010
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