- (a)制訂及推行電話中心/聯絡中心員工的培訓計劃；
- (b)管理及負責員工培訓，包括服務內容知識，顧客服務技巧及電腦系統操作；
- (c)確保及改善培訓課程的質素；
- (d)制訂及推行電話查詢品質管理系統；及
- (e)向員工提供適當輔導以確保質素。 此職位或須輪班工作，包括星期六、星期日、公衆假期、通宵班及不定時工作，或在惡劣天氣(包括颱風及黑色暴雨)期間工作。獲聘用者須於短時間內上任及被調派至本港任何一個地區的1823辦公室工作。
職責
- (a)to establish and implement the training plan for staff in the call centre/contact centre;
- (b)to manage and to conduct the staff training, including knowledge related to the services, customer service skill and computer system operation;
- (c)to assure and improve the quality of training courses;
- (d)to establish and implement the quality management system; and
- (e)to provide appropriate counseling for staff to assure the quality. The job holder may be required to work on shifts, including Saturdays, Sundays, public holidays, overnight shift, irregular hours and in inclement weather such as during typhoon and black rainstorm. Successful candidate is required to assume duty at short notice and is subject to deployment to any offices of 1823 in any district of Hong Kong.
入職條件
申請人必須 –
- (a)(i)持本港大學學位，或同等學歷，並具備三年電話中心╱聯絡中心的全職工作經驗，其中最少至少兩年任督導職位；或
- (ii)在香港中學文憑考試五科包括中國語文科和英國語文科考獲第2級或同等或以上成績
註1] ，或在香港中學會考五科包括中國語文科和英國語文科考獲第2級/E級或以上成績
[註2] ，或同等學歷，並具備四年電話中心╱聯絡中心的全職工作經驗，其中至少三年任督導職位；及
(b)具備良好溝通技巧及人際關係；及
(c)良好中文(廣東話及普通話)及英文書寫及會話能力；及
(d)熟悉電腦操作。
申請人如具備電話中心╱聯絡中心的培訓經驗，可獲優先考慮。
Candidate should have -
- (a)
- (i)a Hong Kong degree, or equivalent, plus 3 years of full-time working experience in call centre/contact centre, of which 2 years should be at supervisory level; or
- (ii)attained Level 2 or equivalent or above in five subjects including Chinese Language and English Language in the Hong Kong Diploma of Secondary Education Examination (HKDSEE) (Note 1), or Level 2 / Grade E or above in five subjects including Chinese Language and English Language in the Hong Kong Certificate of Education Examination (HKCEE) (Note 2), or equivalent, plus 4 years of full-time working experience in call centre/contact centre, of which 3 years should be at supervisory level; and
- (b)good communication skill and interpersonal skill; and
- (c)good command of written and spoken Chinese (Cantonese and Putonghua) and English; and
- (d)familiarity with PC applications. Preference will be given to candidates with training experience in call centre/contact centre.
入職條件(註)
- (1)香港中學文憑考試應用學習科目(最多計算兩科)「達標並表現優異」成績，以及其他語言科目C級成績，會被視為相等於新高中科目第3級成績；香港中學文憑考試應用學習科目(最多計算兩科)「達標」成績，以及其他語言科目E級成績，會被視為相等於新高中科目第2級成績。
- (2)2007年前的香港中學會考中國語文科和英國語文科(課程乙) C級及E級成績，在行政上會分別被視為等同2007年或之後香港中學會考中國語文科和英國語文科第3級和第2級成績。
- (3)視乎當時的情況，具備以上相關經驗的申請人，或會獲考慮給予增薪點。頂薪點的資料只供參考，該項資料日後或會有所更改。
一分鐘，足以摧毀你對英文的自信！
