Team Lead, Customer Care (CRN5/CRN1/CSE7/202302/AUM/KF)

Job Description:

- Lead a team to exceed key performance measures in service and sales set by the Company
- Motivate, provide guidance and support the team to provide satisfying solutions to customers in a professional manner
- Take initiatives to review service procedures, identify training needs and facilitate the roll-out process to ensure a smooth adaptation
- Monitor traffic patterns and deploy resources appropriately to ensure the productivity levels, service standards and customer relations are maintained
- Assist management team in recruitment, manpower arrangement and motivation activities
- Ensure the team operates in compliance with all internal and external regulations and guidelines.
- Undertake ad-hoc tasks as assigned

Job Requirements:

- Matriculated / Diploma holder with a minimum of 3 years’ experience in contact center operation, of which one year in a supervisory role
- Excellent communication and interpersonal skills
- Proficiency in written and spoken English, Cantonese and Putonghua
- Intermediate to advanced skills of Microsoft Excel, PowerPoint and Word
- Decisive, analytical with proven leadership and problem-solving skills
- Self-motivated, result-oriented and able to work under pressure with minimal guidance
- Energetic, flexible and ability to work under pressure
- Shift duty is required
- Immediate available is preferred
- Candidate with more experience will be hired as Unit Manager


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 career-cso@ pccw.com or WhatsApp 6392 5242 for enquiries.

For more information on other job opportunities of PCCW, please visit our website: www.pccw.com.


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 (http://www.hkt.com/privacy-statement), a copy of which will be provided immediately upon request.