About GCEG: As a subsidiary of the Great Entertainment Group, GCEG was set up to produce the AIA Carnival; one of the most anticipated and celebrated annual events in Hong Kong, offering a unique combination of entertainment, culture, and culinary experiences.
Contract Duration: Until March 2026
Key Responsibilities:
- Oversee and manage all customer service aspects of the event.
- Lead and organize the customer service team.
- Train customer service representatives.
- Develop and implement performance metrics and evaluation processes.
- Arrange team rosters.
- Design and implement efficient customer service processes, including ticketing, inquiries, and complaints.
- Monitor and analyze customer satisfaction data to identify trends and areas for improvement.
- Resolve complex customer issues and escalate to the management team as needed.
- Collaborate with event organizers, marketing, and operations teams to ensure seamless customer experiences.
- Prepare regular reports on customer satisfaction, complaint resolution, incidents related to first aid, and other relevant metrics.
- Analyze data to identify opportunities for process improvement.
Requirements:
- Bachelor’s degree in Event Management, Hospitality, or a related field preferred, but not a must.
- At least 4 years of relevant experience.
- Ability to work independently with strong problem-solving and decision-making skills.
- Good written and verbal communication skills in English and Cantonese.
- Positive attitude, strong initiative, result-oriented, and willing to embrace challenges.
- Proficiency in MS Office, including Excel and Word.
- Customer-centric and innovative.
- Fast learner, eager to ask questions and learn on the job.
- Please apply with a detailed resume. (Personal data relating to employment applications will be used for recruitment only)
- Be part of the exciting AIA Carnival team and help create a memorable event for our community!