SENIOR Customer Service Officer (1-yr contract)

Job Duties :

• Handle general enquiries, billing enquiries, and complaints via calls and email in a professional and customer-focused manner, demonstrating solid experience in complaint handling.

• Lead and coach team members in managing difficult cases, providing guidance on de escalation techniques, communication skills, and complaint resolution standards.

• Liaise and collaborate with internal and external teams to ensure customer issues and public users’ requests are resolved efficiently and within agreed timelines.

• Handle team administrative and clerical tasks, including user account administration, FAQ and knowledge base updates, and financial or billing records, ensuring accuracy and continuous improvement.

• Monitor service quality and key performance indicators, prepare simple reports or case summaries, and recommend improvement actions for recurring issues or complaint trends.

• Handle escalated cases, acting as the main contact point for critical complaints and ensuring proper follow up until closure.

• Support the supervisor/management in planning shift arrangements, task assignment, and on the job training for junior team members when required.

• Perform any ad hoc assignments or projects related to service enhancement and operations improvement as required.

• Work shifts in a 24 hours x 7 days environment (including weekends and public holidays), averaging 40 working hours per week.

Requirements:

· Good spoken English, Cantonese and Putonghua.

· Customer-oriented with passion, patience, and caring attitude.

· Good interpersonal and communication skills.

· Knowledge in MS Office including Word, Excel, PowerPoint & Outlook and Chinese Typing.

· A team player with positive attitude, proactive, detail and result oriented mindset, fast learner.