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.

云頂香港于一九九三年九月成立，是亞洲郵輪業(yè)的先驅(qū)，致力于將亞太地區(qū)發(fā)展成為國際郵輪航線目的。目前，麗星郵輪連同挪威郵輪為世界第三大郵輪公司，合共擁有18艘郵輪，航線遍及全球200多個目的地，提供約35000個標(biāo)準(zhǔn)床位?，F(xiàn)時，云頂香港總部位于香港，并分別于世界各地超過20個地方設(shè)有辦事處，包括澳洲、中國、印度、印尼、日本、韓國、馬來西亞、菲律賓、新加坡、瑞典、臺灣、泰國、阿拉伯聯(lián)合酋長國、英國及美國。云頂香港仔香港聯(lián)合交易所有限公司為注冊上市公司，其股份亦在新加坡證券交易所有限公司的Global Quote買賣。