Executive Officer (Service Operations) (PR0847/22-23)
We are currently looking for a dynamic and experienced person to perform administrative duties in the Clinical Division.
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Job Responsibilities- Supervise the operation of a call centre, such as (1) monitoring the call centre's day-to-day activities; (2) coaching and providing training to staff to maintain high customer service standards; (3) enhancing the ordering, telephone handling and other procedures; and (4) preparing reports for senior management;
- Review the policies, procedures and guidelines on customer services and handling of enquiries and complaints;
- Oversee and set the standard of customer service of all clinical staff including that for front desk, pharmacy, and treatment area, and Chinese medicine practitioners;
- Implement and promote new service initiatives to enhance division's overall service standards and operational efficiency;
- Provide service recovery where necessary and propose solutions to close the service gap in a timely manner;
- Partner with specialists on the design and delivery of regular customer service training;
- Motivate, coach and develop customer service representatives to ensure top performance and achievement of individual, team and departmental goal; and
- Work closely with all levels of clinical staff to promote an environment of excellent customer service and improve service delivery standard.
- Degree from recognised university with at least 6 years' experience in supervisory level, with experience in working in a clinic environment or as call centre manager or similar position preferred;
- Experience in customer service is an added advantage;
- Good supervisory skill with creative problem-solving and decision-making abilities;
- Outstanding communication and interpersonal skills;
- Ability to work proactively and efficiently under pressure;
- Excellent writing and verbal communication skills, in English and Chinese (Putonghua); and
- Ability to work independently with positive attitude.
Shortlisted candidates will be invited to attend a written test.
Salary will be commensurate with qualifications and experience.
Application Procedure:
Applicants are invited to submit their applications at the HKBU e-Recruitment System (https://jobs.hkbu.edu.hk). Those who are not invited for interview 8 weeks after submission of application may consider their applications unsuccessful. Details of the University's Personal Information Collection Statement can be found at https://hro.hkbu.edu.hk/pics.
The University reserves the right not to make an appointment for the posts advertised, and the appointment will be made according to the terms and conditions applicable at the time of offer.
Review of applications is on-going until the position is filled.
