Senior External Affairs Officer, Public Engagement (Contact Centre) at West Kowloon Cultural District Authority

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

Full Time

Start Date

Immediate

Expiry Date

21 Feb, 26

Salary

0.0

Posted On

23 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Team Management, CRM Systems, Interpersonal Skills, Communication Skills, Training Development, Problem Solving, Stakeholder Coordination, Report Preparation, Public Engagement, Bilingual Communication, Organizational Skills, Positive Thinking, Complaint Handling, Service Improvement, Contact Centre Operations

Industry

Museums;Historical Sites;and Zoos

Description

The West Kowloon Cultural District Authority welcomes exceptional talent with a passion to realise the vision and mission of making the West Kowloon Cultural District a prime local and international destination for arts, culture and entertainment. This is a fixed-term contract position of 2-year with possibility for renewal subject to organisational needs and individual performance. Reporting to the Senior Manager, Public Engagement, the job holder will be responsible for managing the daily operation of the Contact Centre and the Knowledge Base for customer service needs. You will be responsible for: supervising and manage a customer service team to deliver superior customer services via various channels; maintaining a Knowledge Base to facilitate the delivery of quality customer service by the team; providing support to facilitate team members in service delivery and daily operations, resolve complex customer enquiries and handle complaints escalated from team members effectively and independently; developing and deliver training for team members to acquire the relevant skills and knowledge; coordinating with internal key stakeholders and work closely with supervisor on customer feedback and undertake analysis for service review and improvement; preparing accurate and relevant reports to reflect overall performance of the services and feedback from general public; working with external service providers on the daily operation of the Contact Centre; supporting ad-hoc public engagement projects when required; and performing any other duties from time to time as reasonably assigned by the Authority. You should: possess a recognised university degree in Business Administration or related discipline; have at least 3 years of relevant and solid experience in customer services; experience in corporate communication will be an advantage; have sound knowledge of operating a contact centre and hands-on in CRM systems; have strong interpersonal and communications skills that can work and build rapport with internal and external stakeholders; be positive thinker with good management and organisational skills; is a good team player and able to work under pressure; have good command of both written and oral English and Chinese; proficient in Putonghua is highly preferable; and be available to work on weekends or public holidays for ad hoc assignment. For interested parties, please submit your application with detailed CV on or before following date. Applicants are encouraged to submit their applications as soon as possible. The review of applications will continue until post is filled. 05-12-2025 Data collected will only be used for job application processing. Your data may be accessed by our appointed recruitment consultants who have agreed to keep confidence of all personal data in not less than the standards applicable to us. Applicants not being invited for interview within 4 weeks from the submission date may assume their applications unsuccessful. All related information will be kept up to 24 months and all personal data will be destroyed afterwards. For more information, please visit https://www.westk.hk or contact: Catrina Mok /+852 22000006 About West Kowloon Cultural District Authority The West Kowloon Cultural District Authority welcomes exceptional talent with a passion to realise the vision and mission of making the West Kowloon Cultural District a primelocal and international destination for arts, culture and entertainment.

Responsibilities

The job holder will manage the daily operation of the Contact Centre and the Knowledge Base for customer service needs. Responsibilities include supervising a customer service team, resolving complex enquiries, and coordinating with stakeholders for service improvement.