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Senior Manager, Customer Service and Operational Excellence

Funding Scheme Branch Office

Ref: BOU267/22, 7064


Job Description


Who we are looking for:

  • Creativity in new ideas and future focus vision. 
  • Collaboration with colleagues and the community at large.
  • Work Smart, Play Smart!


What you’ll do:

  • Support the Unit Head to drive strategies to offer customer service and operational excellence.
  • Oversee the delivery of quality customer service against established standard and KPIs.
  • Drive excellent customer experience through improving initial contact resolution and satisfaction while driving reduction in complaints and repetitive enquiries. 
  • Review and recommend new customer service initiatives and programmes with benchmark to market’s best practices and standard.
  • Collaborate closely with various stakeholders to maintain and enhance customer support digital tools, e.g. CRM system.
  • Lead, develop and coach the Hotline Services Team to deliver excellent and efficient customer service through efficient people management and arrange proper training.
  • Develop and track customer satisfaction metrics and pursue new ideas for value creation.
  • Gather and analyse the data from all possible sources to identify and formulate strategies and actionable solutions for enhancing service excellence.
  • Prepare periodic management reports and undertake any other ad hoc assignments as required.


You’ll be a good fit if you have/are:

  • Bachelor degree in media and communications, social sciences, business administration, or any related discipline.
  • Minimum 5 years’ hands-on experience in customer relationship management or project management with 3 years in supervisory role.
  • Sound knowledge in various kinds of digital and reporting tools, e.g. CRM or etc.
  • Good analytical, writing, presentation, interpersonal and communication skills.
  • Mature, positive thinking, strong initiative, well-organised, meticulous and result-oriented.
  • Good command of English, Cantonese and Putonghua



Applicant may be considered for other positions if not matching the requirements of the subject position.


What we offer and What you’ll like here:

  • Innovative and energetic culture with smart outfits and sport shoes
  • Professional lab and latest technology to actualize your creative ideas
  • 5-day work week 
  • Prime location with good public transport network
  • MPF Top-up and dental benefit
  • Medical benefits from Day-1 with extended coverage to dependent(s)
  • Professional training and career advancement opportunities


Apply now if you’re ready to take the challenge!  Do not miss this opportunity to join us to Create Value and “MAKE SMART SMARTER”!  


HKPC will take into consideration both the quantitative and qualitative requirements of the position when selecting the suitable candidates.  A competitive salary package commensurate with academic qualifications and experience will be offered. 


Applicants are welcome to submit application at the HKPC e-Recruitment System ( in 1 week from the posting date.  Recruitment will continue until the position is filled.  


Personal data collected will be used for recruitment purpose only. Candidates not invited for interviews within 6 weeks may consider their applications unsuccessful and the applications will be disposed by HKPC within 12 months.