Assistant Manager, QTS

Location: Hong Kong

WHO ARE WE?

At the Hong Kong Tourism Board, we take great pride in helping people across the world fall in love with our home. There are many challenges, but we continue in earnest to revitalize and reshape the Hong Kong tourism brand and build sustainable growth for our city’s economy. To achieve our ambition, we are inviting passionate talents with a global mindset to join us at this incredible juncture, and work with a dynamic and fun team.

HOW YOU WILL CONTRIBUTE AND LEARN?

• QTS Scheme Operation 
  • Manage the accreditation & day-to-day assessment exercises for all eligible merchants of the Quality Tourism Services Scheme according to the Scheme assessment criteria and ensure the accreditation processes are completed on time.
  • Carry out regulatory report & analysis and process optimisation of the Scheme
  • Monitor the performance of the outsourced vendor and ensure effective and timely implementation in accordance to the contractual terms
  • Assist in reviewing the Scheme mechanism and measures
• Enquiries and Complaints Handling 
  • Handle enquiries and complaints on QTS merchants through various channels and prepare written responses to the complainants
  • Coordinate with complainants, merchants and other concerned parties to collect facts and evidence for complaint investigation and to resolve in full compliance with the related guidelines
  • Review the complaint handling procedure/guidelines to ensure that the Scheme is fully complied with the requirements
• Secretarial Support on QTS Committee and Sub-Committee 
  • Assist in providing administrative/secretarial support on QTS Committee and Sub-Committee ensuring efficient operation in accordance with the terms of reference of the Committees, including organisation of meetings and events, preparation of meeting papers/minutes/reports/correspondence, etc.
• Offers Solicitation and Others 
  • Develop rapport with merchants and assist in the merchant offer solicitation
  • Support any ad-hoc tasks assigned by the supervisor

WHO ARE WE LOOKING FOR?

• University graduates with minimum 8 years of relevant experience with hands-on experience in the scheme administration is an advantage
• Sound knowledge in operation management, customer relationship/services management, merchant liaison and committee works
• Mature, attuned to industry trends, well-organized, attention to detail, strong in problem-solving and with an analytical mind
• Excellent command of spoken and written English and Chinese and Putonghua communication skills is essential
• Competency in MS Word and Excel (Vlookup & PivotTable)
• Ability to work independently and under pressure