Job Number:

48554

Department:

Digital Policy Office

Division/Section/Unit:

1823

Job Title:

Customer Service Officer

Salary:

Depending on academic qualifications and the hours of work applied (See Note 3), the maximum salary after training is $24,050. End-of-contract gratuity will be granted on satisfactory completion of the contract.

Entry Requirements:

Candidates should -
(ai) have attained Level 2 or equivalent or above in five subjects including Chinese Language and English Language in the Hong Kong Diploma of Secondary Education Examination (HKDSEE) (Note 1), or equivalent; or Level 2 / Grade E or above in five subjects including Chinese Language and English Language in the Hong Kong Certificate of Education Examination (HKCEE) (Note 2), or equivalent; (Under training $15,780 per month; after training - $18,580 per month); and
(bi) be fluent in English and Cantonese, fluency in Putonghua is an advantage; and
(ci) be familiar with PC applications and have Chinese word processing speed of 10 words per minute is preferred;
OR
(aii) have attained Level 2 or equivalent or above in four subjects including English Language in the Hong Kong Diploma of Secondary Education Examination (HKDSEE) (Note 1), or equivalent; or Level 2 / Grade E or above in four subjects including English Language in the Hong Kong Certificate of Education Examination (HKCEE) (Note 2), or equivalent; (Under training $14,130 per month; after training - $16,600 per month); and
(bii) be fluent in English, fluency in Cantonese is an advantage; and
(cii) be familiar with PC applications and have English word processing speed of 20 words per minute is preferred;
OR
(aiii) have attained Level 2 or equivalent or above in four subjects including Chinese Language in the Hong Kong Diploma of Secondary Education Examination (HKDSEE) (Note 1), or equivalent; or Level 2 / Grade E or above in four subjects including Chinese Language in the Hong Kong Certificate of Education Examination (HKCEE) (Note 2), or equivalent; (Under training $14,130 per month; after training - $16,600 per month); and
(biii) be fluent in Cantonese, fluency in Putonghua is an advantage; and
(ciii) be familiar with PC applications and have Chinese word processing speed of 10 words per minute is preferred.
Preference will be given to candidates with working experience in customer service.
Continuous employment will be given to those who pass the post-training assessments.

Note:

(1) “Attained with Distinction” in Applied Learning subjects (subject to a maximum of two Applied Learning subjects), and Grade C in Other Language subjects in the HKDSEE are accepted as equivalent to Level 3 in the New Senior Secondary subjects in the HKDSEE. “Attained” in Applied Learning subjects (subject to a maximum of two Applied Learning subjects), and Grade E in Other Language subjects in the HKDSEE are accepted as equivalent to Level 2 in the New Senior Secondary subjects in the HKDSEE.
(2) ‘Grade C’ and ‘Grade E’ in Chinese Language and English Language (Syllabus B) in the HKCEE before 2007 are accepted administratively as comparable to ‘Level 3’ and ‘Level 2’ respectively in Chinese Language and English Language in the 2007 HKCEE and henceforth.
(3) The basic salary after training is $16,600 / $18,580 and up to $21,470 / $24,050 if additional hours of work is applied.

Duties:

1823 would like to invite you to join our professional customer service team! If you have the passion to serve the society, respond eloquently in any situations, are articulate and enjoy communicating with people, please don't miss the chance to join us! Being different from other customer service centres, 1823 will provide you with sufficient opportunities to get familiar with the organizational structure and functions of the government as well as specialist knowledge related to different government departments. Comprehensive on-the-job training will be provided to you. Working with 1823 will enable you to acquire customer service skills, enhance your ability to communicate effectively and broaden your horizon.
A Customer Service Officer is required to handle enquiries and complaints from the public through phone, email, etc. He/She manages calls and enquiries from all walks of life every day. This is surely a unique and challenging work experience! The post-holder is required to work on shifts, including on Saturdays, Sundays and public holidays as well as overnight shifts (5 days’ overnight duty in around 2 months). If you would like to take rest days on different days, working on shifts ay fit you better. In order to ensure that round-the-clock service be provided to the public, you will need to work as scheduled in the event of inclement weather such as during typhoons and black rainstorms. Interview will be arranged in early November 2024. Successful candidates are required to assume duty in mid-November 2024 the earliest and are subject to deployment to the 1823 offices in Yau Ma Tei or Cheung Sha Wan.
For more information, please visit our website at www.1823.gov.hk. If you would like to understand more about the work of a Customer Service Officer, please view our videos at http://www.youth.gov.hk/tc/govjob/detail.htm?content=573&cat=%E6%95%88%E7%8E%87%E4%BF%83%E9%80%B2%E8%BE%A6%E5%85%AC%E5%AE%A4 and http://www.youth.gov.hk/tc/govjob/detail.htm?content=574&cat=%E6%95%88%E7%8E%87%E4%BF%83%E9%8 0%B2%E8%BE%A6%E5%85%AC%E5%AE%A4.

Terms of Appointment:

Successful candidates will be appointed on non-civil service contract terms for a period of one year. Renewal of contract will be subject to the service need of the Department, performance and conduct of the appointee.

Fringe Benefits

(a) Upon satisfactory completion of the full contract period, a gratuity may be granted to the appointee who has consistently achieved a high standard of performance and conduct. The amount will be the sum which, when added to Government’s contribution to the Mandatory Provident Fund Scheme as required by the Mandatory Provident Fund Schemes Ordinance (Cap. 485), will not exceed 10% of the total basic salary drawn during the contract period. On satisfactory completion of the renewal contract, the end-of-contract gratuity which, together with the Government’s contribution to the Mandatory Provident Fund Scheme, will be equal to 15% of the total basic salary received during the renewal contract period.
(b) Rest days, statutory holidays (or substituted holidays), annual leave, maternity leave, paternity leave and sickness allowance, where appropriate, will be granted in accordance with the Employment Ordinance. Appointees will be entitled to paid annual leave of ten days. Not more than four additional days of annual leave will also be granted to appointees with satisfactory performance.

General Notes:

(a) Candidates must be permanent residents of the Hong Kong Special Administrative Region at the time of appointment unless specified otherwise.
(b) As an Equal Opportunities Employer, the Government is committed to eliminating discrimination in employment. The vacancy advertised is open to all applicants meeting the basic entry requirement irrespective of their disability, sex, marital status, pregnancy, age, family status, sexual orientation and race.
(c) Non-civil service vacancies are not posts on the civil service establishment. Candidates appointed are not on civil service terms of appointment and conditions of service. Candidates appointed are not civil servants and will not be eligible for posting, promotion or transfer to any posts in the Civil Service.
(d) The pay, terms of appointment and conditions of service to be offered are subject to the provisions prevailing at the time the offer of appointment is made.
(e) Where a large number of candidates meet the specified entry requirements, the recruiting department may devise shortlisting criteria to select the better qualified candidates for further processing. In these circumstances, only shortlisted candidates will be invited to attend recruitment examination and/or interview.
(f) It is Government policy to place people with a disability in appropriate jobs wherever possible. If a disabled candidate meets the entry requirements, he/she will be invited to attend the selection interview/written examination without being subject to any further shortlisting criteria. Applicants who have declared disabilities found suitable for appointment may be given an appropriate degree of preference over other applicants whose suitability for appointment is considered comparable to that of the former. The Government policy and other related measures on employment of persons with disabilities are set out in the booklet “Employ People Based on Their Abilities – Application for Government Jobs by Persons with Disabilities” which is available for reference on the Civil Service Bureau's website at http://www.csb.gov.hk under “Administration of the Civil Service – Appointments”.
(g) Holders of academic qualifications other than those obtained from Hong Kong institutions/Hong Kong Examinations and Assessment Authority may also apply but their qualifications will be subject to assessments on equivalence with the required entry qualifications. They should submit copies of their official transcripts and certificates by mail to the below enquiry address.
(h) If candidates fail to provide all information requested in the recruitment advertisement, their applications will not be considered.
(i) As invitations or notifications may be sent to applicants by e-mails, applicants should provide an accurate e-mail address in their application forms. Applicants are responsible for checking their e-mails to ensure that invitation or notification will be duly received.
(j) Towards the application deadline, our on-line system would likely be overloaded due to large volume of applications. To ensure timely completion of your on-line application, it is advisable to submit the application as early as possible.
(k) The new version of application form for Government jobs G.F. 340 (Rev. 7/2023) has been in use with effect from 26 July 2023. Applicants who apply for Government jobs advertised on or after 26 July 2023 should use the new G.F. 340 (Rev. 7/2023). If applicants submit the old version form (G.F. 340 (Rev. 3/2013)), they will be required to fill in the new G.F. 340 (Rev. 7/2023) afresh and submit it within seven days upon request. If applicants fail to submit the new G.F. 340 (Rev. 7/2023) within the stipulated deadline, their applications will not be processed further.

How to apply:

Application Forms [G.F. 340 (Rev. 7/2023)] are obtainable from any Home Affairs Enquiry Centres of District Offices, Home Affairs Department or any Job Centres of the Employment Services Division, Labour Department. The said form can also be downloaded from the Civil Service Bureau's web site (http://www.csb.gov.hk). Completed application forms should reach the following enquiry address by post or by hand on or before 28 October 2024 at 5:00 p.m. (Hong Kong Time) (The postmark date on the envelope will be regarded as the date of application.). Please specify the title of the post applying for on the envelope. Applicants should ensure that the correct address is clearly printed or written on the envelope and sufficient postage is paid. Underpaid mail items will be returned or disposed of by the Hongkong Post. Applicants are encouraged to provide their email addresses on the application forms. On-line application can also be made through the Civil Service Bureau's web site (http://www.csb.gov.hk). Applications which are incomplete or late and applications submitted by fax or email will not be considered. Candidates who are selected for interview will normally receive an invitation by email in about two to three weeks from the closing date for application. Those who are not invited for interview may assume that their applications are unsuccessful. For enquiries, please call the telephone number indicated.

Contact Address:

Administration & Support Section, 1823, Digital Policy Office, 13/F, Treasury Building, 3 Tonkin Street West, Cheung Sha Wan, Kowloon.

Enquiry Telephone:

2928 6997

Closing Date(dd/mm/yyyy):

28/10/2024 17:00:00

Application via Internet:

Available

Advertising Date

15/10/2024