Customer Officer

How to build a growth model with an integrated digital ecosystem consists of business verticals ranging from e-Commerce, insurance, digital health, travel to FinTech services including digital wallets, BNPL and digital lending? Looking be a game-changer? Keep reading!

HKT’s Digital Ventures bring to life innovations that take fintech, loyalty rewards and e-commerce to the next level. Leveraged by high profiling loyalty program and big data of high future visibility, we run a very successful and promising digital ecosystem in Hong Kong.

Job Highlights

• Handle customer telephone enquiries, address the concerns and queries from customers and merchants.
• Provide technical support to resolve issues with HKT financial services.
• Carry out ad hoc assignments for Call Centre operations. 

Key Responsibilities

• Provide professional quality customer services and technical support via handling inbound / outbound calls to resolve merchants’ issues and enquiries on HKT POS.
• Collaborate with other internal teams, such as the Product Team, Business Development team, and settlement team, for cascading and/or escalations of HKT POS services-related concerns.
• Analyze payments-related issues, assist with disputes and provide sustainable solutions.
• Assist with exceptional and unusual situations or customer concerns with merchant processing and equipment.
• Contribute to process improvement in merchant support by identifying sources of merchant issues, recognizing trends and sharing reports with the Manager.
• Carry out ad hoc assignments for call centre operations.
• Keeps up-to-date and self-equipped on required knowledge and skill sets proactively.

Requirements 

• Minimum 1 year experience in online customer support, live chat and calls. 
• Organized and able to multitask across different platforms
• Maintaining composure under pressure and demonstrating patience.
• Excellent cross-functional collaboration skills
• Assertive nature and ability to be the voice of the customer when communicating internally
• Knowledge of computer applications e.g., Internet, Microsoft Office
• Able to perform shift duty on weekends and public holidays, depending on work schedule.
• Candidate with more experience will be considered as Senior Customer Support Executive

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 (www.hkt/privacy-statement), a copy of which will be provided immediately upon request.

All personal data provided by candidates will be used for recruitment purposes only by HKT Services Limited in accordance with HKT's Privacy Statement, which is available on our website. Unless otherwise instructed in writing, candidates may be considered for other suitable positions within the Group (being, HKT Limited, PCCW Limited and their respective subsidiaries, affiliates and associated companies). Personal data of unsuccessful candidates will normally be destroyed 24 months after rejection of the candidate's application. If you have any questions regarding your personal data held by HKT Services Limited HKT's Privacy Statement, please feel free to contact our Privacy Compliance Officer by writing to privacy@pccw.com or GPO Box 9896, Hong Kong.