Customer Relations Officer (Process Improvement) at CLP Holdings Limited

Hong Kong, Hong Kong Island, Hong Kong S.A.R. -

Full Time

Start Date

Immediate

Expiry Date

19 Apr, 26

Salary

0.0

Posted On

19 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Process Improvement, Customer Satisfaction, Analytical Skills, Problem Solving, Team Player, Fluency in Cantonese, Fluency in English, Writing Skills, Computer Proficiency, Knowledge Management, Feedback Collection, Stakeholder Engagement, Digital Alignment, Call Monitoring, Execution Planning, Best Practices

Industry

Utilities

Description

Location: Shatin Employment Period: Permanent/ Contract Applications are now invited to fill the following vacancy in the Customer Experience Department of our Customer Success & Experience Business Group (CSE). Reporting to the Assistant Manager – Process Improvement Transformation, the appointee will be responsible to implement initiatives to improve the customer service end-to-end process to increase customer satisfaction. Major duties and accountabilities are listed, as follows: Work with different stakeholder to review and streamline the process to drive customer satisfaction and operation efficiency in order to drive up First Call Resolution, customer satisfaction and reduce call handling time Work with Digital Team to align both online and offline process’s consistency Set up new processes for new channels or new service e.g. Live Chat Coordinate with Enterprise Resource Planning (ERP) Project team to ensure new ERP processes are optimized and ready for deployment in ERP Regularly collect feedback from frontline staff and supervisors to identify areas for process improvement Identify improvement areas from call monitoring and customer feedback call surveys and develop execution plans Manage the Knowledge Management Portal with up-to-dated procedures, guidelines and service promotion Keep abreast of latest technologies, best practices and tools in relation to process improvement Able to incorporate latest best practices such as Jobs-to-be-done concepts and design thinking into process review Support ad-hoc projects related to customer service development and process enhancement Requirements: A recognized university degree or equivalent qualification in Business Administration, Marketing & Management, or related disciplines, with a minimum of 2 years relevant working experience in customer service, marketing and sales / Secondary school graduates with 5 subjects passed in HKCEE/ HKDSE including English (Syllabus B) with a minimum of 6 years working experience in related area. Strong analytical & problem solving skill Customer-oriented, self-motivated & good team player Fluency in spoken Cantonese and English as well as good writing skills in both languages Proficiency in the application of computer software including Words, Excel, PowerPoint and Chinese typewriting ABOUT CLP CLP was founded in Hong Kong in 1901, at a time when electricity was still a novelty worldwide. Today we power millions of homes and businesses across the Asia-Pacific region with over 8,000 employees. In Hong Kong, we operate a vertically integrated electricity business providing a highly reliable supply of electricity to over 80% of the city’s population. Outside Hong Kong, we invest in the energy sector on the Chinese Mainland, in Australia, India, Taiwan Region and Thailand. Our business spans the electricity value chain ranging from power generation, transmission and distribution to retail and smart energy services. We have a diversified portfolio of generating assets that uses a wide range of fuels sources including nuclear, renewables, gas and coal. To meet the evolving needs of energy users in a world being reshaped by decarbonisation and digitalisation, we strive to embrace new opportunities and expand our horizons as we fulfil our purpose to Power Brighter Tomorrows.

Responsibilities

The Customer Relations Officer will implement initiatives to improve the customer service end-to-end process to increase customer satisfaction. This includes streamlining processes, coordinating with teams, and managing the Knowledge Management Portal.