Assistant Billing Services Supervisor

The Role:

• Provide day-to-day support to team members in handling customer enquiries and refund cases.
• Support the Supervisor in managing daily team operations.
• Handle customer billing and refund enquiries and complaints, including assisting in drafting replies for cases referred by the Consumer Council, District Councilors and other regulatory bodies.
• Assist in the development and implementation of guidelines and system enhancement to ensure enquiries/complaints and/or refund are handled efficiently and professionally.
• Coordinate with internal departments for case follow-up and resolution.
• Conduct pre-checks of refund requests to ensure proper documentation and authorization.
• Escalate complex or sensitive enquiries or complaints to the Supervisor or Assistant Manager.
• Participate in ad-hoc projects related to customer enquiries, refund, and other corporate actions.

The Person:

• Degree holder in Business, Accounting, Hospitality Management or related disciplines.
• Minimum 4 years of customer service experience, preferably in billing, customer relations or call centre environments.
• Experience in supervising or mentoring junior staff is an advantage.
• Strong ability to prioritize and manage customer enquiries and complaints effectively.
• Skilled in drafting formal correspondence to customers, Consumer Council, District Councilors, and other regulatory bodies.
• Familiarity with customer payment refunds and billing enquiries is a definite advantage.
• Strong communication and interpersonal skills, and attention to detail.
• Customer-focused with a solid understanding of service excellence.
• Proficient in written and spoken English, Cantonese, and Putonghua.
• Proficient in Microsoft Office (Excel, Word, Outlook); familiarity with billing systems or CRM platforms is an advantage.

Proficient in PC applications; knowledge in SAP and Siebel will be an advantage

Application with full details stating current and expected salary to: APPLY NOW 

Please quote the reference number (FTO/ABSS(BE)/JDB01/26) in your application.
(All personal data provided will be treated in strict confidence and used for recruitment purposes only.)