Senior Project Support Specialist

Working Location: Sha Tin

Employment Duration: 12 months

Applications are now invited to fill the following vacancy in the Customer Experience Department of our Customer Success & Experience Business Group (CSE). Reporting to the Customer Relations Manager, the candidate is required to carry out major duties as follows: 

Job Duties: 

• Assist the Backend Support Team in effectively managing and resolving customer inquiries, applications, and requests to ensure prompt service delivery. 

• Achieve Key Performance Indicators (KPIs) related to customer inquiry resolution and application processing to maintain high service standards. 

• Facilitate the transformation of cross-team support by encouraging collaboration and fostering clear communication within the Integrated Hotline Services team. 

• Promote teamwork, enhance morale, and ensure effective communication and cooperation among various teams within the CE and BG. 

• Analyze data-driven insights to identify areas for improvement and collaborate with teams to develop and implement strategies that enhance overall performance. 

• Regularly assess and refine processes to boost operational efficiency and elevate customer satisfaction levels. 

• Preference for candidates with a strong understanding of the SAP system and the capability to assist the team in conducting User Acceptance Testing (UAT) for Customer Experience projects as required. 

• Other ad hoc duties as assigned 

Requirements: 

• A recognized degree in business or related discipline(s) with at least 5 years customer services experience; or associated degree / high diploma with at least 8 years customer service or call centre experience. 

• Good stress management, strong passion to uplift service standard 

• Good leadership, interpersonal and presentation skills, and able to work independently 

• Good team player and high adaptability to changes 

• Practical knowledge of operations and activities of call center, including extensive knowledge and experience in SAP, Customer Care and Marketing System (CCMS) 

• High commitment, energy level and drive to achieve or even excel targets. Strong potential and willingness to take up jobs with different nature or expanded scope 

ABOUT CLP

CLP was founded in Hong Kong in 1901, at a time when electricity was still a novelty worldwide. Today we power millions of homes and businesses across the Asia-Pacific region with over 8,000 employees. In Hong Kong, we operate a vertically integrated electricity business providing a highly reliable supply of electricity to over 80% of the citys population. Outside Hong Kong, we invest in the energy sector in Mainland China, Australia, India, Taiwan Region and Thailand. Our business spans the electricity value chain ranging from power generation, transmission and distribution to retail and smart energy services. We have a diversified portfolio of generating assets that uses a wide range of fuels sources including nuclear, renewables, gas and coal.  To meet the evolving needs of energy users in a world being reshaped by decarbonisation and digitalisation, we strive to embrace new opportunities and expand our horizons as we fulfil our purpose to Power Brighter Tomorrows. 

Information :

• Company : CLP Group
• Position : Senior Project Support Specialist
• Location : Hong Kong
• Country : HK