CONTRACT Senior Customer Service Officer

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.