HK$43,500 - HK$45,600 per month depending on qualification and experience
(The salary may be subject to adjustment in accordance with non-civil service contract (NCSC) staff annual pay adjustment in 2015.)
The Candidates should have -
(a) A first or second class honours local degree in arts, social sciences or equivalent;
(b) 8 year’ post-graduate working experience, including 5 years in a supervision of customer complaint handling in telecommunications services;
(c) Excellent command of spoken and written English and Chinese, plus working knowledge of Putonghua; and
(d) Good communication and interpersonal skills.
Working experience in the public telecommunications services, telecommunications sector or secretarial service to committees will be an advantage.
The Customer Service Manager will be responsible for the following duties:
(a) To assist to overseeing all work relating to the handling of consumer complaints against telecommunications operators, and consumer complaints against PayTV licensees on monetary/contractual issues;
(b) To manage and supervise the work of a team of supporting staff in consumer complaint handling and to handle the more complicated complaint cases;
(c) To compile and prepare complaint statistics/data analytical reports of consumer complaints, and arrange web posting for statistics reports;
(d) To be responsible for record management and other ad-hoc duties including enhancement of complaint system; and
(e) To manage the complaint hotline.
Terms of Appointment:
Successful candidate will be appointed on two-year non-civil service contract terms. Further renewal of contract will be subject to the candidate’s performance and the service need of OFCA.
(a) Gratuity may be granted if the contract is satisfactorily completed with consistently high standard of performance and conduct. Such gratuity, plus any contribution made by the Government to a Mandatory Provident Fund (MPF) scheme in respect of the appointee as required by the MPF Schemes Ordinance, may add up to 15% of the total basic salary drawn during the contract period; and
(b) Rest days, statutory holidays (or substituted holidays), annual leave, maternity leave and sickness allowance, where appropriate will be granted in line with the provisions of the Employment Ordinance.
(a) Candidates must be permanent residents of the Hong Kong Special Administrative Region at the time of appointment unless specified otherwise;
(b) As an Equal Opportunities Employer, the Government is committed to eliminating discrimination in employment. The vacancy advertised is open to all applicants meeting the basic entry requirement irrespective of their disability, sex, marital status, pregnancy, age, family status, sexual orientation and race;
(c) Non-civil service vacancies are not posts on the civil service establishment. Candidates appointed are not on civil service terms of appointment and conditions of service. Candidates appointed are not civil servants and will not be eligible for posting, promotion or transfer to any posts in the Civil Service;
(d) The entry pay, terms of appointment and conditions of service to be offered are subject to the provisions prevailing at the time the offer of appointment is made;
(e) Where a large number of candidates meet the specified entry requirements, the recruiting department may devise shortlisting criteria to select the better qualified candidates for further processing. In these circumstances, only shortlisted candidates will be invited to attend the interview and/or written test;
(f) It is Government policy to place people with a disability in appropriate jobs wherever possible. If a disabled candidate meets the entry requirements, he/she will be invited to attend the interview and/or written test without being subject to any further shortlisting criteria; and
(g) Holders of academic qualifications other than those obtained from Hong Kong institutions/Hong Kong Examinations and Assessment Authority may also apply but their qualifications will be subject to assessments on equivalence with the required entry qualifications. They should submit copies of their official transcripts and certificates by mail to the below enquiry address.
How to apply:
Application Forms [G.F. 340 (Rev. 3/2013)] are obtainable from any Public Enquiry Service Centres of District Offices, Home Affairs Department or any Job Centres of the Employment Services Division, Labour Department. The said form can also be downloaded from the Civil Service Bureau's website (http://www.csb.gov.hk). Applications should be sent by mail to the enquiry address, together with a full curriculum vitae (history of relevant working experience must be shown in the curriculum vitae) on or before the closing date of applications (i.e. 17 July 2015). Please state the post applied for on the envelope. Applications which are incomplete, or without curriculum vitae, may not be considered. Candidates who are not invited for interview within six to eight weeks from the closing date may consider their applications unsuccessful.
Personnel Registry, Office of the Communications Authority, 20/F, Wu Chung House, 213 Queen’s Road East, Wanchai, Hong Kong.