Senior Specialist, Visitor Services Support

Location: Hong Kong

Responsibilities

• Assist visitors to resolve their complaints and satisfaction issues received from HKTB service channels including phone, email and live chat, worldwide offices and external parties.
• Keep manager informed of the progress of case handling. Alert manager when sensitive issues arises and provide suggestions to resolve the issues as and when needed.
• Work closely with HKTB departments and service providers to ensure smooth operation of the digital service platforms and systems used by Visitor Services. Continuously review the digital service platforms and provide suggestions to manager for on-going service improvement.
• Provide quality support to trade partners who have subscribed the HKTB Concierge Hotline service, through providing information and service support to the frontline teams of the trade partners, and conducting recruitment for new trade partners such as hotels, attractions and key shopping malls to subscribe the service.
• Assist manager to prepare guidelines and manuals for various teams of Visitor Services to ensure smooth operation of enquiry, feedback and complaint handling.
• Assist manager to manage complaint database and prepare reports.
• Undertake any other duties/ special assignments as directed by the manager.

Requirements

• University graduate with at least 4 years of working experience, preferably in the service industry.
• Strong customer orientation with high interpersonal sensitivity. Excellent communication and interpersonal skills.
• Strong analytical thinking and problem solving skills.
• Proficient in spoken and written English and Chinese.
• Experience in complaint handling and/ or managing digital service platforms, chatbot operation, and familiar with contact centre operation would be an advantage.
• Willing to take up shift duties on Saturday, Sunday and Public Holidays according to the roster.
• Required to work under adverse weather to maintain service operation.