Major Responsibilities:

  • To manage a Call Center with a team of Customer Representatives.
  • To develop strategy and program to enhance efficiency Center operation.
  • To formulate system that keeps the highest quality of data, customer feedback and reports.
  • To identify training needs, develop program and deliver the best training that targets to enhance service standard.
  • To monitor real-time traffic patterns and deploy resources appropriately to meet service targets
  • To handle and resolve complaints and complex member enquiries
  • To ensure proper implementation of new services and programmes
  • To assist in disseminating programme information and conducting product briefing as necessary
  • To generate daily call performance statistics reports


  • Form 5 or Secondary School graduate with 3 – 5 years’ relevant  team management experience, preferably in call centers. Airline/travel industry experience including customer/member service and / or loyalty programmes will be an absolute advantage
  • Energetic, flexible and able to work under pressure
  • Excellent customer-service mindset, result orientated and with zeal to achieve success
  • High adaptability with capability to work in diverse environment
  • Good command of spoken English and Cantonese, and written English and Traditional Chinese


  • 5 week comprehensive and structured training
  • 5-day work week
  • 14 days’ paid annual leave
  • Monthly Performance Incentive
  • Non-Contributory Provident Fund
  • Medical Coverage
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