Responsibilities
a. Oversee team of junior and senior officers.
b. Resolve complaints/customer issues.
c. Supervise and assist in training.
d. Assess the quality of telephone handling skills of customer service and provide constructive feedback on areas for improvement.
e. Provide guidance and advice to agent’s performance, to ensure agents are adequately skilled to meet team objectives.
f. Hold briefing sessions to ensure agents are aware of the quality objectives of the department.
g. To effectively carry out and handle bomb threat calls according to existing procedures in the event of being faced with such scenarios.
h. To carry out safety and security duties from time to time and be assigned as member of the Crisis Management Team, as and when needed.
i. Other duties, tasks and projects as assigned at any time.

Qualifications and Experience
a. Minimum Diploma with at least 3 years accumulated service related experience, preferably with experience in a team lead role.
b. At least 1 year experience in a supervisory capacity or 1 year experience in providing direct coaching and mentoring to a team of staff (minimum team size of 10).
c. Excellent communication skills (listening, verbal and written skills).
d. Customer focused, team orientation, people management skills, results oriented.
e. Must have good working attitude and a good team player.
f. Flexible and diplomatic in handling customer complaints issues.
g. Excellent telephone etiquette.
h. Must be willing to work on shifts and working on Public Holiday.
i. Good command of English and local dialect. Cantonese and Mandarin is an added advantage.

云顶香港于一九九三年九月成立，是亚洲邮轮业的先驱，致力于将亚太地区发展成为国际邮轮航线目的。目前，丽星邮轮连同挪威邮轮为世界第三大邮轮公司，合共拥有18艘邮轮，航线遍及全球200多个目的地，提供约35000个标准床位。现时，云顶香港总部位于香港，并分别于世界各地超过20个地方设有办事处，包括澳洲、中国、印度、印尼、日本、韩国、马来西亚、菲律宾、新加坡、瑞典、台湾、泰国、阿拉伯联合酋长国、英国及美国。云顶香港仔香港联合交易所有限公司为注册上市公司，其股份亦在新加坡证券交易所有限公司的Global Quote买卖。