項目背景：
商業(yè)客服務(wù)專線致力于為PCCW電訊盈科集團在香港的客戶提供從售前到售后全方位服務(wù)。我們提供的服務(wù)包括賬單查詢，上網(wǎng)服務(wù)技術(shù)支援，故障報修，客戶挽留，手提業(yè)務(wù)等。同時我們也會向客戶推介我們公司的產(chǎn)品和服務(wù)。

工作職責(zé)：
?處理客戶的賬單咨詢，服務(wù)開通申請，及服務(wù)計劃變更等處理；
?妥善解決客戶的投訴情況，并及時為客戶跟進問題的解決；
?按公司要求開展客戶滿意度調(diào)查工作，并及時準確地向上級反饋相關(guān)信息；
?在工作中同時運用多種技能，以服務(wù)客戶并推介公司產(chǎn)品；
?完成部門主管交給的其他任務(wù)。

任職資格：
?大專學(xué)歷或以上，英語相關(guān)專業(yè)優(yōu)先；資歷或英語優(yōu)先者可以降低對學(xué)歷的要求；
?英語口語流利，有良好的英語聽力及讀寫能力；
?有較強的服務(wù)意識，善于聆聽客戶的需求，能快速反應(yīng)，有效率地解決問題或完成工作指標；
?有團隊意識，能快速融入新的團隊，適應(yīng)新的工作模式。

Task Abstract:
Commercial hotline is mainly responsible to supply telephone service on all PCCW products and services to PCCW Commercial Clients in HK. Including billing enquire service, broadband technical service, fault reporting, retention, mobile etc. We also sell PCCW service and products through the phone to help achieve the Call Center’s Company’s revenue target.

Major Responsibilities:
?Handle customer’s bill enquiries, service application and change of service plan.
?Promote/cross sell PCCW’s services and products proactively through inbound/outbound calls as needed.
?Resolve customer’s dissatisfaction and complaints with a positive attitude, reply to the customer in a timely manner.
?Adhere to work schedule set by Management.
?Provide customer feedback to superior and make recommendation to improve customer satisfaction.
?Must be multi-skilled to handle all customer service and sales calls of Commercial Hotline.
?Must finish set work given/received to achieve department needs

Position Requirement:
?Associate Diploma or above, major in English related profession; Requirements for educational background can be adjusted should the candidate’s qualification or English exceed standard requirements.
?Good command in both in written and oral English.
?Posses a clear voice in a friendly and helpful tone.
?Customer focused.
?Able to demonstrate teamwork.
?Good listening and questioning skills to identify and understand needs of the customer.
?Ability to provide total solutions to customer in an efficient and polite manner.
?Good interpersonal skills and able to deal with both internal and external customers.

電訊盈科有限公司（PCCW Limited）（香港聯(lián)合交易所上市代號：0008）是HKT集團控股有限公司（HKT）的控股公司，而HKT則是香港首屈一指的電訊商，也是世界級資訊及通訊科技公司。電訊盈科亦持有盈科大衍地產(chǎn)發(fā)展有限公司的大部分股權(quán)以及包括全資附屬公司UK Broadband Limited的海外投資。
PCCW/HKT率先為香港帶來 四網(wǎng)合一 的新體驗，提供一系列跨越固網(wǎng)、寬頻互聯(lián)網(wǎng)、電視及流動通訊四個平臺的創(chuàng)新媒體內(nèi)容及服務(wù)。此外，本集團在致力滿足本地及國際商界的先進需要之余，亦為網(wǎng)絡(luò)商提供領(lǐng)先的技術(shù)服務(wù)，并承辦公營及私營機構(gòu)的大規(guī)模外判資訊科技項目。
為配合中國區(qū)的業(yè)務(wù)發(fā)展，以下業(yè)務(wù)單位誠邀有信心活力、渴望尋求自我發(fā)展機會的優(yōu)秀人才加入。