Senior Customer Care Representative (Ref: 260000YA)

Job description

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Responsibilities

• Handle customer enquiries, complaints, and escalated cases via the MTR Hotline while providing training, guidance and support to team members
• Oversee daily hotline operations, prepare regular reports and handle administrative tasks of the team Notify the management on sensitive issues or other cases received via hotline that require special attention
• Conduct hospital visits or make follow up phone calls to injured passengers to express care and concern on behalf of the Corporation, during or outside office hours as required !*!

Requirements

Grade E / Level 2 / "Attained" or above in 5 subjects in HKCEE / HKDSE, including English and Chinese Languages A minimum of 5 years’ relevant experience, preferably in the customer service industry Strong interpersonal and communication skills with good command of both written and spoken English and Chinese, including

Putonghua Hands-on experience in various software applications such as Microsoft Office (e.g. Word & Excel), and proficiency in Chinese and English word processing Remarks Required to perform duties on Saturdays and outside office hours Appointment will be made on two-year renewable contract terms The above position offers a Joining Bonus of $12,000, subject to the terms and conditions of the relevant programme

Applications You are invited to apply online via http\://www.mtr.com.hk/mtr_job_en or send in your CV stating the position (with reference number) you are applying for by mail to Human Resource Management Department, MTR Corporation, G.P.O.

Box 9916, Hong Kong on or before 22 October 2026. For other job openings, please visit MTR Corporation's website for more details. All information provided by applicants will be treated in strict confidence and used for recruitment purpose only. All personal data of unsuccessful applicants will be retained for 12 months for future recruitment purpose and will then be destroyed. !*!