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Senior Customer Relationship Officer (CSY4/201908/SCROPPM/CK)HKT
Senior Customer Relationship Officer (CSY4/201908/SCROPPM/CK)HKT

Job Highlights

  • Post-Secondary or F.5/DSE
  • Effective interpersonal and communication skills
  • Prior exposure to mobile industry will be an adv

Job Description

Job Description: The successful candidate will be provide the project/program ramp up readiness support, perform analysis and related improvement plans for call center services; Owner of the SOP and knowledge base management;


  • To provide life cycle support to mobile business related programs;
  • To identify, articulate and agree business requirements for call center requirements, forecast workloads, systems requirements and improvements for call center;
  • To ensure business benefits of the program is well defined and communicated, collect and prioritize the call center requirements, ensure program/product materials readiness before launch;
  • To review the effectiveness and efficiency of the programs and call center process/workflow, identify and implement changes to improve service quality and process efficiency (through data analysis, call monitors, NPS study, user and operation feedback collection);
  • To liaise with operation, system and support team and ensure the best user and call center benefits are prioritized and delivered;
  • To work with training and QA team, prepare the guideline, draft SOP and deliver trainings to operations ensure the related knowledge is well transferred;
  • To responsible for the work process management covering workflow design, execution, review and enrichment in call centers;
  • To coordinate with internal parties to ensure the marketing programs are well implemented;
  • To promote the continuous improvement on operation efficiency, service quality and customer satisfaction;
  • To handle new tasks assigned.


  • HKCEE/HKDSE or above  in any disciplines;
  • A minimum of 2 year work experience;
  • Good command of PC applications including MS Excel, Word and Power Point;
  • Detail-oriented and sensitive to identify opportunity for enhance efficiency;
  • Effective interpersonal and communication skills and able to work with people at all levels;
  • Self-motivated and able to accomplish multiple tasks and work under tight timeline;
  • Prior exposure to mobile industry will be an advantage;
  • Good in written English and Chinese;
  • Fresh graduates with high potential will also be considered. 


Working Location: Kowloon Bay

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 clicking “Apply Now”.

For more information on other job opportunities of PCCW, please visit our website :

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 personal data policies, a copy of which will be provided immediately upon request. 

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Additional Information

Years of Experience
Employment Type
Full Time, Permanent
Benefits & Others
Free shuttle bus, Medical insurance, Performance bonus
Company Website

Company Overview

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.