Senior Customer Care Representative

Grade E / Level 2 / "Attained" or above in 5 subjects in HKCEE / HKDSE, including English and Chinese Languages

A minimum of 5 years' relevant experience, preferably in the customer service industry

Strong interpersonal and communication skills with good command of both written and spoken English and Chinese, including Putonghua

Hands-on experience in various software applications such as Microsoft Office (e.g. Word & Excel), and proficiency in Chinese and English word processing

Handle customer enquiries, complaints, and escalated cases via the MTR Hotline while providing training, guidance and support to team members

Oversee daily hotline operations, prepare regular reports and handle administrative tasks of the team

Notify the management on sensitive issues or other cases received via hotline that require special attention

Conduct hospital visits or make follow up phone calls to injured passengers to express care and concern on behalf of the Corporation, during or outside office hours as required

Required to perform duties on Saturdays and outside office hours

Appointment will be made on two-year renewable contract terms

The above position offers a Joining Bonus of $12,000, subject to the terms and conditions of the relevant programme