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Full-time
bachelor degree
Posted 8h ago
~40 hrs/week
Responsibilities
The role involves leading customer service operations, managing team performance, and ensuring service continuity across multiple channels. Additionally, the manager will drive digital transformation initiatives and coordinate end-to-end customer journeys across various internal and external stakeholders.
Requirements
Candidates must hold a bachelor's degree in a relevant field and possess 5–8 years of experience in customer service or contact centres. At least 2–3 years of supervisory or managerial experience is required, with preference given to those with backgrounds in healthcare or telemedicine.
Full job description
Your role:
1. Customer Service Operations & Team Management
Lead and manage the Customer Service team supporting DrGo customers from 8:00 a.m. to 12:00 midnight, 7 days a week, including public holidays and severe weather conditions.
Ensure adequate manpower planning, roster management, and service continuity to maintain agreed service levels.
Oversee the handling of customer enquiries, feedback, complaints, and escalations through multiple service channels.
Monitor team performance KPIs and service quality to ensure a high standard of customer care and regulatory compliance.
Drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
Identify customer needs and promote relevant DrGo and partner healthcare products, services, and value-added solutions through appropriate cross-selling opportunities.
Drive team awareness and achievement of cross-selling targets while maintaining a customer-centric approach and high service standards.
Monitor cross-selling performance and implement coaching, training, and incentive initiatives to enhance team effectiveness.
2. End-to-End Customer Journey Management
Ensure customers can successfully complete their DrGo video consultation journey with minimal disruption.
Act as the key coordination point among various stakeholders, including:
End customers
Medical partners and healthcare professionals
Courier and logistics partners
Internal departments such as IT, Operations, Product, and Marketing
Proactively identify and resolve service issues impacting customer experience.
Collaborate with stakeholders to improve service processes and maintain a user-friendly customer journey.
3. Customer Insights, Reporting & Analytics
Analyze raw data of customer enquiries, complaints, and feedback to identify trends, pain points, and service improvement opportunities.
Prepare regular operational reports, dashboards, and management presentations.
Translate customer feedback and operational data into actionable business insights and recommendations.
Track key customer service KPIs including SLA achievement, customer satisfaction, complaint trends, and operational productivity.
Utilize advanced Excel and PowerPoint skills to present findings effectively to management and stakeholders.
4. Digital Transformation & Process Enhancement
Drive the adoption of AI, automation tools, and emerging technologies to optimize customer service operations.
Develop and implement solutions for customer feedback monitoring, ticket categorization, trend analysis, and service quality management.
Identify opportunities to streamline workflows, reduce manual effort, and improve response efficiency.
Partner with IT and relevant departments to evaluate, test, and deploy new technologies that enhance the customer experience and operational effectiveness.
Foster a culture of innovation and continuous improvement within the Customer Service function.
To Succeed in this Role:
Education & Experience
Bachelor's degree in Business Administration, Customer Service Management, Communications, Healthcare Management, or related disciplines.
Minimum 5–8 years of customer service or contact centre experience, with at least 2–3 years in a supervisory or managerial capacity.
Experience in healthcare, telemedicine, digital platforms, insurance, or service-oriented industries is an advantage.
HKT is a longstanding leader in technology, media and telecommunications, connecting customers in Hong Kong, the Chinese Mainland and worldwide. Our advanced network infrastructure, cross-industry ecosystem and diverse partner network enable AI-powered digital transformation for enterprises while enriching everyday life. The Group continues to strengthen its technology capabilities and accelerate its evolution into an integrated data and intelligent technology platform, building an innovation value chain across connectivity, data and intelligence to drive wider AI adoption.
As the city advances I&T development and the national “AI+” initiative, HKT continues to upgrade its fibre and 5G core backbone networks to provide reliable, high-bandwidth and ultra-low-latency connectivity for AI deployment. The Group also supports the development of the Northern Metropolis as a new international I&T city through AI-ready network infrastructure, including an AI Exchange in the Lok Ma Chau Loop and the AI Superhighway connecting major data centre clusters. These initiatives will support the Sandy Ridge Data Facility Cluster once it becomes operational, enable next-generation AI computing workloads and reinforce Hong Kong’s position as an international I&T hub.
Our quadruple-play advantage combines fixed-line, fibre broadband, mobile communications, and media and entertainment services, powered by innovative technology and ultra-high-speed, low-latency, reliable connectivity, to deliver a seamless experience for individuals and families. This digital ecosystem spans AI applications, entertainment, loyalty programmes, payments, healthcare, and more, enabling smarter living while propelling Hong Kong towards the 6G era and advancing the “AI for All” vision.
HKT is part of Pacific Century Group, named by Forbes as one of the World’s Best Employers 2023.
For more information, visit www.hkt.com.
Offices: 39/F, PCCW Tower, TaiKoo Place, 979 King's Road, Quarry Bay, Hong Kong, Hong Kong, HK
Fixed-lineBroadband InternetMobileIntegrated Global CommunicationsContact CentersinnovationIoTmobileTechnologySustainability
How many Management & Leadership jobs are open in Hong Kong Island, China right now?
There are currently 807 open management & leadership positions in Hong Kong Island, China listed on Clera. New openings are added daily as companies post roles.
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Companies currently hiring include HSBC, HKT, Buccellati, CLSA, OKX, among others. Browse the listings above to see every active employer.
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