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Applications are now invited to fill the following vacancy in the Customer Experience Department of our Customer Success & Experience Business Group (CSE). Reporting to Assistant Manager - Customer Service Training in Customer Service Training, the candidate is required to carry out major duties as follows:

Job Duties:

• Responsible for customer service training, including classroom and refresher training 
• Design and deliver functional frontline training including Customer Care & Marketing System (CCMS), service skills, procedures, digital channels promotions, new services and initiatives
• Support and review training & development framework and approach to ensure that the functional skill training is delivered in an effective and efficient manner
• Execute end-to-end training processes from training need analysis, training design and delivery to post-training evaluation and support
• Support internal and external training programmes, customer engagement events, BG’s activities, experience sharing in company functions and participation in awards competition
• Ensure and maintain up-to-date training records             
• Keep abreast of new staff training and development technology, practices and tools and evaluate their relevance for further applications

Requirements:

• A recognized degree / associated degree / high diploma in business or related discipline(s) with at least 3 years’ customer service experience; or secondary school graduate with a minimum of 8 years’ customer service or contact center experience. Qualification or certificates in human resources / training and development discipline would be an added advantage
• Good influencing skills and capable of establishing good working relationships with stakeholders
• Good analytical and presentation skills, able to provide innovative solutions
• Proactive and passion for customer services
• Proficiency in SAP/CRM systems, the application of computer software including Words, Excel, PowerPoint, Access and Chinese typing
• Proficiency in spoken Cantonese and English as well as writing skills in Chinese and English
• Have a good understanding on Call Centre / Customer Service Centre operations & organization is a plus

Please apply by clicking the button “Apply” for application giving a detailed C.V., including academic qualification, career history, current and expected salary, major achievements, and personal attributes on or before 27 May 2023.

Applicants not invited for interview within 6 weeks from the closing date may assume their applications unsuccessful.

Information provided will be for recruitment purpose within the CLP Group and only short-listed candidates will be contacted. We comply with all applicable laws and regulations of HKSAR in handling applications.

For details of the Personal Information Collection Statement, please visit our website: https://clp.to/engPICS

For further information on our company, please visit our website:

https://www.clpgroup.com/