Job Description

Senior Customer Care Representative (Ref: 260000YA)

ResponsibilitiesHandle customer enquiries, complaints, and escalated cases via the MTR Hotline while providing training, guidance and support to team membersOversee daily hotline operations, prepare regular reports and handle administrative tasks of the teamNotify the management on sensitive issues or other cases received via hotline that require special attentionConduct 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

RequirementsGrade E / Level 2 / "Attained" or above in 5 subjects in HKCEE / HKDSE, including English and Chinese LanguagesA minimum of 5 years’ relevant experience, preferably in the customer service industryStrong interpersonal and communication skills with good command of both written and spoken English and Chinese, including PutonghuaHands-on experience in various software applications such as Microsoft Office (e.g. Word & Excel), and proficiency in Chinese and English word processing RemarksRequired to perform duties on Saturdays and outside office hoursAppointment will be made on two-year renewable contract termsThe 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.

Primary Location

: Hong Kong

Schedule

: Full-time

Job Posting

: 14/Oct/26, 1:01:37 AM

Closing Date

: 22/Oct/26, 3:59:00 PM

Job Number

260000YA