(a) to assist in drawing up and regularly reviewing and enhancing the operational manual(s) for customer service, as well as for handling enquiries and complaints;
(b) to provide enquiry service for talents / potential talents and settlement support service for talents in Hong Kong according to the drawn up menu and to assist in exploring collaboration with suitable partners;
(c) to implement an effective and customer-centric workflow for handling talent enquiries in a prompt and courteous manner;
(d) to collaborate with internal teams to resolve challenges faced by talents and implement a tracking system for issue resolution to enhance transparency and accountability;
(e) to maintain a comprehensive and up-to-date data base of talent enquiries to use data analytics to identify patterns, preferences and areas of concern in talent interaction;
(f) to establish and implement mechanisms for continuous feedback collection, utilising surveys, focus groups and other tools to identify areas for improvement and innovation in talent support services;
(g) to handle all general administration matters of the Talent Support Team, including personnel, records management, and procurement of services; and
(h) to perform any other duties as assigned by senior officers.

Candidates must be permanent residents of the Hong Kong Special Administrative Region (HKSAR) at the time of appointment and should possess –

(a) a Bachelor’s degree from a university in Hong Kong, or equivalent;
(b) a minimum of 15 years’ full-time post-qualifications work experience, including at least 5 years of relevant experience in customer service, complaint handling and feedback collection;
(c) met the language proficiency requirement of Level 3 or above in English Language (Syllabus B before 2007) and Chinese Language in the Hong Kong Certificate of Education Examination (HKCEE) or the Hong Kong Diploma of Secondary Education Examination (HKDSEE), or equivalent;
(Note: Grade C in Chinese Language and English Language (Syllabus B) in the HKCEE before 2007 are accepted administratively as comparable to Level 3 respectively in Chinese Language and English Language in the 2007 HKCEE and henceforth.)
(d) proven track record of hands-on collaborative experience in providing excellent customer services to stakeholders;
(e) excellent interpersonal and communication skills with good command of both written and spoken English and Chinese (Cantonese and Putonghua);
(f) excellent understanding of government affairs especially on engaging talents; and
(g) proficiency in the application of common business software (including MS Word, Excel and PowerPoint) as well as Chinese and English word processing.