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Employer Ref: RTF-08070
Recruit Ref: L0532812332
Posting Date: 2022-08-11

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.

Senior Customer Service Manager (Call Centre)

Your role

  • To lead and direct contact centre operations for the delivery of premium service to The Club/ Club Shopping customers through robust service leadership, collaborative people management, effective organization planning and continuous operational improvement.
  • To formulate service delivery plans in alignment with the strategic and business priorities of The Club/ Club Shopping and ensure key performance indicators for the teams are met;
  • To promote service excellence culture and guide best practices to uplift first call resolution and customer advocacy and help reinforce the brand value;
  • To plan and direct manpower resources to ensure service standards are met and improve operational productivity and efficiency;
  • To oversee the handling of escalated customer feedback to ensure effective resolution, restore customer confidence and manage the impact on brand and publicity;
  • To retain, develop and motivate staff members to establish an engaged and high performing workforce;
  • To manage people development needs in mindset, knowledge and skills and formulate people development strategies and plans;
  • To liaise and collaborate with internal parties to contribute customer-focused input and feedback in service and to ensure contact centre operation is in full alignment with business strategies and priorities;
  • To drive continuous operational improvement to ensure effective and efficient service delivery as well as compliance to internal/ external regulations and governance.
  • Candidate with less experience will be considered as Customer Service Manager

To succeed in this role:

  • Degree or above with 10 years of customer service or contact centre management experience;
  • Highly customer focused with a strong drive and enthusiasm to improve service excellence and customer advocacy;
  • Excellent leadership skills in developing and engaging a high-performance team;
  • Proven abilities in operational improvement, organizational planning and project management;
  • Strong business sense with good analytical and problem-solving skills;
  • Excellent communication and interpersonal skills
  • Experience from and knowledge of E-commence / Loyalty Rewards program will be 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), 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:
Tuen Mun District
  • Five-Day Work
  • Free Shuttle Bus
  • Life Insurance
  • Medical Insurance
  • Performance Bonus
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Keywords: 1010,CSL,PCCW,HKT
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