Assistant Manager, Public Engagement

The West Kowloon Cultural District Authority welcomes exceptional talent with a passion to realise the vision and mission of making the West Kowloon Cultural District a prime local and international destination for arts, culture and entertainment.

You will be responsible for :

• managing and supervise a customer service team to deliver superior customer services via various channels;
• providing guidance and support to facilitate team members in service delivery and daily operations, resolve complex customer enquiries and handle complaints escalated from various channels effectively and independently;
• training and develop the team members to acquire the relevant skills and knowledge so as to enhance the overall work quality and efficiency;
• liaising and coordinate with internal key stakeholders and work closely with external stakeholders including Government bodies, public organisations, etc, on feedback from general public and undertake analysis for service review and improvement;
• organising and collaborate with external service providers to optimise the operation of the Contact Centre by implementing the strategies to achieve the objectives;
• ensuring the information and data in Knowledge Base and training materials are up-to-date to facilitate the delivery of quality customer service by the team consistently;
• preparing accurate and relevant reports to reflect overall performance of the services and feedback from general public;
• as the key player for the enhancement and UAT of Contact Centre related and CRM systems;
• driving and executing external affairs related projects when required; and
• performing any other duties from time to time as reasonably assigned by the Authority.

You should :