Senior Customer Relations Officer at CLP Holdings Limited

, Hong Kong, China -

Full Time

Start Date

Immediate

Expiry Date

01 Feb, 26

Salary

0.0

Posted On

03 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Training, Analytical Skills, Presentation Skills, Stakeholder Relationships, SAP, CRM, Oracle Systems, Microsoft Office, Cantonese, English, AI Technologies, Needs Analysis, Design, Delivery, Post-Training Evaluation

Industry

Utilities

Description

Location: Shatin Employment period: Permanent/ contract Department: Customer Experience, Customer Success & Experience Business Group (CSE) Reports to: Assistant Manager – Customer Service Training Key Responsibilities: Deliver customer service training through instructor-led sessions, eLearning, and refresher courses. Design and facilitate frontline training including Customer Care & Marketing System (CCMS), customer service skills, procedures, digital channels promotions, new services and initiatives. Support and enhance training & development framework and approach to ensure effective delivery of functional skills training. Manage the full training cycle, including needs analysis, design, delivery, post-training evaluation, and ongoing support. Assist with internal/external training programs, employee engagement events, business group activities, experience sharing, and participation in awards. Maintain accurate and up-to-date training records. Keep abreast of new staff training with emerging AI technologies and practices, evaluating their applicability for continuous improvement in training delivery and effectiveness. Perform ad hoc duties as assigned by supervisor, including the exploration and implementation of AI solutions that support business objectives and enhance the customer service training function. Requirements: Degree, associate degree, or higher diploma in business or a related field with at least 3 years of customer service experience; or secondary school graduate with a minimum of 8 years’ customer service or contact centre experience. Qualifications in HR or training are an advantage. Strong influencing, analytical, and presentation skills; able to build effective stakeholder relationships and provide innovative solutions. Proactive, with a passion for customer service. Proficient in SAP/CRM and Oracle systems and Microsoft Office (Word, Excel, PowerPoint, Access), including Chinese typing. Fluent in spoken Cantonese and English, with strong written skills in both languages. Understanding of call centre or customer service centre operations is preferred.

Responsibilities

The Senior Customer Relations Officer is responsible for delivering customer service training through various methods and managing the full training cycle. They will also assist with internal and external training programs and maintain accurate training records.