Senior Specialist, Visitor Services (Contact Centre)

Location: Hong Kong


  • Handle enquiries received from visitor services channels including Visitor Hotline, Concierge Hotline, email, and live chat.
  • Supervise daily operation of contact centre and arrange manpower deployment for frontline staff; Handle difficult cases and escalations from the team as and when required.
  • Take alert on special issues and cases that would have impact on visitor experience and the image of HKTB as well as the tourism industry. Alert supervisor and manager as and when appropriate.
  • Prepare manuals and reports in order to keep track of the usage of various service channels; Provide constructive ideas and suggestions to supervisor and manager for enhancing the service provision.
  • Equip the frontline teams with necessary skills to handle enquires and difficult cases received from various visitor services channels through training and on-going coaching.
  • Support the operation of visitor centres subject to operation needs and according to roster arrangement.
  • Undertake any other duties/special assignments as directed by the manager.


  • University graduate with 3 years’ working experience in customer service. Experience in complaint handling would be an advantage.
  • Good command of spoken and written English and Chinese (Cantonese and Mandarin). Knowledge of a foreign language, e.g. Japanese will be an added advantage.
  • Highly customer oriented, self-motivated and attentive to details
  • Strong inter-personal skills. Relevant experience in conducting trainings to frontline staff would be an advantage.
  • Good knowledge of PC software, including MS Word, Excel and Chinese Word Processing.
  • Willing to work under adverse weather and take up shift duties including Saturdays, Sundays and Public Holidays so as to maintain frontline operation.
  • Candidates with less relevant experience on customer service but with passion in the travel industry will also be considered for a junior post.

Application Method

Interested parties please send resume with present and expected salary by clicking “Apply Now”.

Only shortlisted applicants will be contacted.  Personal data provided by job applicants will be kept in strict confidence and used only for recruitment and employment-related purpose in accordance with our personal data policies. By submitting your job application, you acknowledge that you have read, understood and accepted the HKTB’s Personal Information Collection Statement Pertaining to Job Application at here.

We are an equal opportunities employer.