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,...

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 Relationship Officer (Training)

Job level Middle
Work exp No work experience
Education Diploma / Certificate
Location
Kowloon, Tuen Mun
Employment type Full Time
Benefits Medical plan
Industry Telecommunications
Job function Digital / Web / Mobile > Customer Relationship Management (CRM)
Human Resources > Training & Development
Published On 27/12/2018
ref. F12345

Job Summary

To conduct training programs for the newly recruited, existing Customer Officers and other staff members concerned working in CRM purposely to maintain a quality customer service and higher sales performance at all CRM teams.

 

Responsibilities

  • To conduct training programs for all newly joined Trainee Customer Officers;
  • To upkeep with the latest information/knowledge on all kinds of services and products being offered by the call centres so as ensure accurate and up-to-dated knowledge delivered by frontline staff;
  • To possess in-depth knowledge on specific system operations and thorough understanding of respective working procedures in accordance with various services and products;
  • To prepare teaching plans, sales techniques, schedule training classes, cultivate a lively atmosphere and control/regulate the progress rhythm while conducting training sessions;
  • To monitor the proper progress of each individual trainee and co-ordinate with respective operations counterparts on all training arrangements and make recommendations on promotion, deferment, etc. accordingly;
  • To draft and update training manuals and handouts and also recommend modifications and/or simplification on any working procedures so as to enhance overall efficiency;
  • To draft and recommend an annual master training plan for the call centre as a whole so that various training needs can be covered and reviewed;
  • To work with Call Centre Operation and involved teams such as Program Planning & Quality Assurance Team, etc. to formulate refresher and/or conversion training programs whenever in need;
  • To participate in formulating and/or conducting of respective training programs such as monthly Quality Workshop, etc.;
  • To co-ordinate with parties concerned on any training programs and/or activities either within or outside the company.

Requirements

  • Strong business acumen;
  • Able to work independently and under pressure;
  • Good knowledge on common PC software applications eg Word, Excel, etc.;
  • Good command of spoken Cantonese, English and Putonghua;
  • Sound interpersonal, presentation and communications skills.

For more information on other job opportunities of PCCW, please visit our website at http://www.pccw.com/Careers/Job+Opportunities+%26+Application/Current+Opportunities?language=en_US

PCCW 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 personal data policies ( http://www.pccw.com/staticfiles/PCCWCorpsite/Terms%20of%20Use/Privacy%20Policy%20Statement/8.1_PCO_POL_02e_Privacy_Policy_Statement.pdf), a copy of which will be provided immediately upon request.
www.pccw.com